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.

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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.

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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.

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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.

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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.

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.

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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.

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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.

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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.

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Satisfaction survey project of wide platform of employees of Customer Service Centre

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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.

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Building of the customer service of a newly established retail bank.

One of the main targets of the project was building of a high quality customer service that will become one of the key advantages of the bank.

Our consultants helped Air Bank with managing the project of launching the customer service and with many specific activities connected with its building. Within the scope of cooperation all aspects were covered: work processes, IT systems, operational management, staff, reporting, customer satisfaction and cooperation with external call centres.

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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.

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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.

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.

Active call centrum

OpenOne consultancy team was responsible for the suggestion of most suitable changes, adjustments and suggestion of new processes that enabled ČSOB Pojišťovna to use better the business potential of its customers. Within the creation of the Concept, OpenOne performed analysis of bases / current state of the service call centre, detected company priorities in the field of active calling, aims, timing, etc. Furthermore it prepared a capacity plan, calculated cost and profit model, performed analysis of technological solution for a new call centre, created a list of conditions and activities necessary for a successful launch of the call centre and prepared an overall implementation project plan.