OneWay solution can very easily send enquiries via text messages and immediately process clients´ answers.
It achieves a stable response rate over 30%.
The solution is offered as a service, it does not need to be implemented and you pay only for the number of inserted contacts.
We can quickly prepare a customized survey and we offer consultancy for definition of questions and the method of evaluation.
How to find out quickly and in an inexpensive way the feedback from customers?
How were they satisfied with us after contacting us?
Is it possible to link customer satisfaction with the remuneration of employees and obtain as many answers as possible at a reasonable price?
Many companies try to solve such tasks when identifying customer satisfaction. E.g. only 57 % of contact centres find out customer satisfaction with the operator.
OneWay enables you to contact a great number of clients in a short period of time immediately after the interaction at the contact centre, branch or on the website.
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Client satisfaction survey via SMS
We provided the company O2 Česká republika in the form of a service with the support of the client satisfaction survey. We used OneWay solution, an original solution by OpenOne. Customer satisfaction was enquired by text messages to clients who call customer lines or visited O2 shop. The solution offered a user-friendly import of data, sending of enquiries and automatic sending of replies and reporting of all results. OpenOne also analysed clients responses and used them for continual improvement of the solution.
Optimization of Operation Management Processes
In a follow-up project OpenOne focused on optimization of operation management processes, streamlining of ordered processes and setting rules for cooperation with external supplier of call centre staff.
The key outcomes of the project delivered by OpenOne consultants included also methodology of the change of measured KPIs, specific rules for internal communication including the definition of roles, work flow and responsibilities, a suggestion for implementation of One – Stop – Shopping procedure, specific suggestions for changes in contract and process documentation of cooperation with external supplier of capacities or suggestions for changes of IVR setting of the particular product.
Solving more first contact client requirements (FCR)
OpenOne performed a project targeted at solving more first contact client requirements and thus increase measured indicator FCR. OpenOne consultancy team performed a complex analysis focused on identifying weaknesses and suggestions of specific arrangements for improvement of FCR.
Processing of email requirements of Wüstenrot customers
We implemented OneSolution in Wüstenrot – OneMail module. OneMail temporarily substituted existing solution for email communication processing.
OneMail solution became popular among Wüstenrot representatives thanks to functionalities, such as automatic evaluation of the content of inbound emails, distribution of emails for processing based on their priority with automatic supervision of escalation rules, intuitive processing of emails including templates and available attachments, well-arranged communication history and online reporting.
Concept of charging the line
In cooperation with internal management team of Wüstenrot, OpenOne created a concept of transformation to a charged line. All aspects were taken into account, several models for simulation of benefits and demands were prepared.
Processing of client email communication
Processing of client email communication
OneMail solution (a module based on OneSolution platform) supports processing of client requirements coming via email messages. OneMail helps them to sort out automatically emails according to their content, then allocates individual requirements to processing and at the same time supervises adhering to needed SLA. This eliminates a lot of manual work of the contact centre and thanks to partial automation of client requirements processing, the whole process is more efficient.
Contact centre management has general reporting at its disposal. Furthermore, the data are provided to other analytical tools of Kooperativa for follow-up processing.
SMS Satisfaction Survey
OpenOne provides SMS satisfaction surveys for Raiffeisenbank and their clients. Raiffeisenbank sends daily SMS queries to its clients who have contacted the call center, visited a branch office, mortgage center or solved a complaint. With few questions, client feedback is identified on a specific "experience" with the bank. Authorized users have online reporting of results with "alert" capabilities to dissatisfied clients who can then be contacted by retention team. At the same time, SMS outcomes are taken into account in the results of staff as a direct feedback from the client to a specific employee of the bank.
Consultancy services for increasing of sales efficiency by phone – Service-to-Sales
The outcome of our cooperation was the formulation of recommendations, the implementation of which should increase the performance of this process.
Optimization of the average handling time of phone calls with company clients (AHT)
Audit of the operational situation in HelpDesk Česká pojišťovna
The aim of this project was to examine the current state from many perspectives.
Operational optimization and development of Help Desk Česká spořitelna.
The key area where OpenOne suggested optimization and further development was work quality and remuneration evaluation according to KPIs, utilization of telephony for reporting of individual results and suggestion for using the wallboard including the rules for self-management.
Consultancy support of preparation of Unified queue project
OpenOne helped to define the assignment and concept of so-called unified queue. OpenOne consultants shared with Česká spořitelna representatives their long-term experience with implementation of central request management solution in all aspects of its building and operation.
Contact centre audit
OpenOne consultants performed an independent audit of the contact centre operation of Mondial Assistance. They evaluated the existing situation completely from the perspective of utilization of working hours in the technical assistance department, work with information was stressed, mainly its efficient use. The outcome included also comparison with Best Practice within the current market of service contact centres.
OpenOne consultants implemented here Analysis of its internally created CRM tool from the perspective of the insurance company customer service. The aim of it was to reflect experience from dozens of other similar operations in the Czech Republic into the list of requirements and to evaluate these requirements independently.
OpenOne implemented two consultancy projects for Cetelem. We created the assignment for Management of email communication project and we helped to create business assignment for setting of wallboards for four company units.
Customer satisfaction surveys
OpenOne implemented for Allianz insurance company customer satisfaction surveys via text messages. The project included setting of the survey and its complex implementation.
Knowledge base Allipedie
Operators of Allianz contact centre use for processing customer requests the knowledge from OnePlace Knowledge base. Thanks to that they are able to process the requirements quickly and efficiently.
Retention process analysis
OpenOne consultancy team prepared the customer retention policy. It provided the company with detailed information for decision and setting of priorities together with timing of retention processes implementation.
Customer care analysis
Our consultants focused on outcomes in information sharing, processing of non-telephonic communication and providing of feedback to operators.
Complaint process revision
The aim was to find bottlenecks in the process, improve its efficiency and thus solvers and customers satisfaction. We proposed organizational changes, key KPIs and we set the benchmark of number of complaints that Allianz should record.