Multi-channel solution
OneSolution enables you to process phone calls, emails, web requests, text messages, chat, social sites requests and documents in one application.
Support of the whole life cycle of all types of requests
Processing of clients requests has its steps, continuity, outputs. Everything is registered and the solution leads the operator through processing the requests.
Quick preview of client information
With OneSolution it is not necessary to look for client information in other systems. The operator can see what is necessary for processing client´s request.
View of the complete history of communication with the client
The operator can see when the clients called, wrote, in which campaign they were addressed, what they wanted and who and how solved their request.
As a call centre operator I have to work with many applications, search for information about the client, copy information I need for processing his requests, after the call I have to write down what, with whom and how I solved...I handle emails, text messages, letters and phone calls in different applications. Why cannott I have only one main application and then only those really important? It would be helpful for me to have the most important information about the client and their requests in one place.
As a team leader I want to know what types of communication we have processed and with what efficiency. How was each operator successful? Which partial phases prolonged the phone call most? What should be done so that the operators do not need to enter and search the same information in different applications and constantly write something down?
As a part of our consultancy project we have found that during the phone call or immediately after it 95 % of contact centres record manually information necessary for its effective processing. Most of them do not even have a unified desktop that leads the operator through processing client´s request and the operator has to „switch over“ to other applications. Nor the online reporting is commonplace.
By implementing OneSolution we have verified the benefit of a unified agent desktop, the benefit of procedural guide for operators for processing the requests and the key benefit of online reporting for a really efficient call centre management. By implementing of defined work flow of requests and following actions we have shortened the time of processing requests, increased efficiency of the contact centre and shortened the time necessary for operator training. Thanks to OneSolution we are able to offer to operators one application for processing client requests from all communication channels. They can always see the client information, his communication history, they handle the solution of client requests from different communication channels in the same way. Team leaders and management are offered central reporting of actions and results of contact centres.
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Reference customers for OneSolution
Multichannel processing of all customer requirements
The solution supports processing of requirements from all communication channels – emails, web forms, faxes or letter communication as well as inbound and outbound calls. OneSolution completely automates distribution of non-telephonic requirements, supports their processing and related monitoring, escalation and checking. Thus the service centre has improved the quality of processing customer requirements and significantly shortened reply time.
Inserting data into knowledge base for E.ON Customer Service Centre
OpenOne consultants helped E.ON internal methodologists to optimize the usage of existing sets of information and their coherent presentation within the chosen SW tool. Every month new product and process information come up for operators and it is necessary to process them systematically and include them logically into the knowledge base structure.
Adaptation process
Together with E.ON call centre internal team we had a few ideas how to increase efficiency and customize the process to a very tight labour market. A part of the project was also detailed evaluation of practical steps in trainings, adaptation and allocation of operators into teams.
Setting of the motivation system for outbound calls operators
OpenOne consultancy team customized a suggestion for motivation system for Customer Service Centre for efficiency and result increase of Active Call team. The proposed motivation system takes into account experience with incentive systems in contact centres and unambiguously reflects specific conditions of E.ON Česká republika team.
Reference text
Consultancy help with preparation of the knowledge base content in E.ON call centre
The aim of our cooperation was to focus on systematic support of responsible internal employees and to find the best-arranged and logic system of categorizing informations for knowledge base filling and at the same time to outline how to publish the data for operators.
Analysis of call centre information share
OpenOne consultancy team helped to the management of E.ON Customer Helpline to revise the methodology of processing informations together with defining responsibility and follow-up optimization of the whole process. The aim was to accelerate and streamline informing operators and thus also E.ON customers.
Customer Care Centre operation analysis
OpenOne consultancy team analysed Customer Care Centre in E.ON Česká republika and proposed a remuneration method based on a time regarding of the day, data analysis, staff efficiency analysis and analysis of work quality evaluation method.
Satisfaction survey project of wide platform of employees of Customer Service Centre
Management of the contact centre in peak times
The aim was to help with practical steps focused on optimization of management call peak times caused by seasonal or technological influences.
OneSolution as a unified desktop for Call Centre operators
Call centres of UNIQA pojišťovna in the Czech Republic and Slovakia use OneSolution as a main desktop application for operators in which they process client requirements. The solution is used for the support of processes of registration of loss occurrences, for the support of collecting contact data of UNIQA pojišťovna customers, for the support of customer processes of medical assistance, for the complex support of processing customer emails and web messages and last but not least for management and executive of outbound phone campaigns.
Concept of conjoint management of contact centres of Uniqa pojišťovna in the Czech Republic and Slovakia
The aim of the project was to define detailed concept of the transformation and conjoint management of contact centres in Liberec and Košice based on in-depth analysis of the current state and understanding of strategy plans of the company. The final concept describes proposed changes in detail that allows to implement them immediately.
Help with building of a new call centre focused on sale
Our consultancy team participated in building of a new sales call centre of Uniqa pojišťovna. Its aim is to create and then supervise the detailed project plan of the task.
Development strategy of the Client Centre
We developed a study of an optimal option of the scope of client and advisor support and specification of the related technology and financial sources.
OnePlace knowledge base
NN Životní pojišťovna uses OnePlace knowledge base for its contact centres servicing customers from the Czech Republic and Slovakia. NN Životní pojišťovna uses OnePlace solution as a Service. The solution is placed in a modern data centre. Thanks to OnePlace solution NN Životní pojišťovna succeeded in unifying all materials, guidelines and procedures used daily by operators of contact centres and saving them at one place. Operator work was successfully streamlined and information provided to clients specified. Our work included also workshops and consultations for creating of inserted information structure, from setting the category tree to designing the content of a specific topic.
Complex analysis of Contact Centres
OpenOne consultancy team performed a complex analysis of contact centres in the Czech Republic and Slovakia.
Setting of motivation system and career growth
The aim of our cooperation was to create a system for remunerations for all levels and specializations of the contact centre. The motivation system was defined for service operators, retention operators, supervisors and team leaders. The cooperation included also a definition of a career growth of the contact centre employees.
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Unified desktop for phone bankers
The bank management decided to support, streamline and improve client service by a unified application interface for phone bankers. OpenOne together with one of its telephony sub-suppliers supplied OneSolution, a complex solution of a unified desktop, that connect in one application processing of inbound calls, inbound emails and outbound phone campaigns. OneSolution is integrated with primary CRM system and users can see from one spot or quickly access any client data. A detailed client card and complex communication history including the possibility of replaying the recorded calls is a commonplace.
Efficient client service is also supported be OnePlace knowledge place, which is OpenOne original solution.
Support of multichannel customer care.
OneSolution helps in MetLife insurance company with complex customer care. It supports client requirements processing at phone and email communication channel, it supports recording of visits and outbound phone campaigns (retention type). In all these processes OneSolution provides needed information about complete communication history and information needed for processing customer requirements (mainly detailed client information). Operators have a guide for optimal customer requirement processing. The support of email requirements also includes functionalities of categorization (automatic recognition of email content), their queuing (based on the content and skills of individual operators and priorities of the specific requirement) and support with the use of templates.
Complex CRM solution
OpenOne participated in implementation of a complex CRM solution for Essox, focused on leasing and consumer loans.
The implemented solution for handling Essox customers is based on Microsoft Dynamics CRM (MS CRM) platform, an integrated part of which is OneSolution. The result of the whole project is a unique integrated solution offering a unified view of the customer and covering all customer agenda, from the arrangement of leasing or consumer loan to possible debt recoveries from a unified environment.
Benefits of the new CRM application were appreciated by Essox representatives Kateřina Kolafová and Tomáš Klíma in this way:
"According to expected increase in the number of clients we had to look for an application that would fully substitute the existing one and at the same time would improve the customer service comfort, increase work productivity and enable a unified view to a customer across the whole company during the whole life cycle of their contract. We have achieved their aim by implementing MS Dynamics CRM and OneSolution integrated solution and we have created space for further development in this field. Cooperation with Cleverlance, Microsoft and OpenOne specialists enabled us in a very short time and high quality to implement the solution that was very well accepted by our users, and we believe that it will lead to a higher satisfaction of our customers and partners. For the success of the project it was also important that it was not a delivery of three contractors, but a very good cooperation of a project team built from representatives of all four companies."
Operation improvement of ESSOX contact centre
OpenOne consultancy team implemented a project in which important areas of contact centre management were dealt with, such as work efficiency of individuals, remuneration, capacity planning or checking of client requirements processing.
Optimization of operational activities of Soft Collection department
OpenOne consultancy team implemented a project of optimization of operational activities of Essox Soft Collection Department. The aim of the project was mainly to find very specific recommendations and practical steps to improve further work organization area, efficiency measurement and evaluation of operator working time.
Building of an in-house call centre
AEGON insurance company contact centre serves company clients and representatives of external business networks. Under the auspices of OpenOne the company succeeded in delivery of basic technologies - telephons for phone call routing, system for recording phone calls, queue for processing customer emails - and also delivery of unified application interface for operators. The solution is extended by the module of OnePlace knowledge base and is prepared to support inbound calls, outbound calls and inbound emails.
Reference text of Knowledge base
Strategy of internal Contact Centre
Our consultants led AEGON project team through the whole process of the preparation of the contact centre utilization strategy. A detailed structured capacity model originated, quantifying the need of number of staff for providing expected level of client service, independent organizational structure, process of recruiting specific roles and detailed financial cost model.