Key Milestones

20% Improvement in Call Resolution
100% Tagging Compliance Achieved
CPA (Call per agent) Increased by 10%
AHT Reduced by 35 Seconds
Challenge

About

Oxigen is one of the major payment solutions providers in India. Their solutions enable customers to make mobile/DTH recharges, quick money transfers, utility bill payments, facilitating 600 million transactions per year.

Challenge

Challenge

Catering to an expanding customer base, Oxigen required constant improvement in support initiatives to sustain long term user association. With complex & unmanaged information resources, poor information retrieval, and ineffective probing; execs couldn’t deliver accurate resolutions over the first interaction. This made them handle escalations and face challenges like below par customer experience & high cost-to-serve. A wobbly support setup made execs wrap up their calls without an apt resolution and unclear documentation. Its straight outcome was higher dissatisfaction among customers in their subsequent interactions. “We were looking to improve support fundamentals – like reducing AHT to make room for more calls per agent, resolve queries over the first interaction and improve tagging”

- said Anuj Tomer (Head Customer Experience, Oxigen).

Challenge

Solution

KocharTech’s AI-powered Knowledge Management Platform helped them with  content centralisation and its neat arrangement. This facilitated quick knowledge retrieval for internal use. The time that execs would otherwise spend over finding information was optimized through probing trees; resulting in fewer repeat calls & more calls per exec. Using our knowledge management platform, their execs could find information quickly being on the call and were able to deliver accurate responses to customers.

And with constant knowledge updates coming in seamlessly; call resolution was enhanced further, enabling the client have desired improvement in its customer satisfaction ratings. Over the project tenure, we witnessed significant number of daily hits on our platform, reflecting the depth with which execs utilized technology.

“We started getting results within a month of deploying KocharTech’s Knowledge Management Platform. Constant improvement in FCR accuracy was followed by reduction in call escalation, making our CSAT level go drastically higher.”

- Anuj added.

Result

Results

Over the project tenure, Oxigen registered 20% improvement in call resolutions, AHT reduction by 35 seconds, and 10% increase in CPA. All this accompanied 100% tagging compliance, helping them improve their subsequent customer interactions and overall customer experience. So, this is how Anuj summarized it “This really made us go places. Anticipating abstract returns, we gradually found increase in our transaction volume, achieving more with same resources.”

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