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Successful stories

In 10 years of operation, we managed to optimize the service operation and generate expressive results for our clients, in different segments. Get to know good examples of how we help revolutionize the customer experience, improve agent productivity and reduce costs.

Discover some of

our successfull stories

Mobile Telephony Billing

510 robots replacing 1200 human agents. Imagine the savings in this operation!

Imagine a economia nesta operação!

Challenges

  • Handling tickets with a low billing value, with unfeasible costs in the human billing model
  • Average daily mailing volume is 1 million contacts
  • Full automation of the operation
  •  

Results

Productivity:

  • 345,994 contacts in 1 day
  • 396% increase in customer service
  • 31% growth in the number of contacts
  • 68 calls answered per hour

Drop in average customer service time

  • From 50 seconds per human operator to 24 seconds per digital agent

Solutions

  • Implementation of the digital agent in the billing sector
  • Use of 510 Robot licenses replacing 1,200 human agents
  • SMS sending with integrated barcode
  •  

Mobile telephony sale

Increased sales and reduced costs

Challenges

  • Operation cost reduction
  • Increase in the number of sales of telephony plans
  • Automation of the sales operation

Results

Productivity:

  • 2,000 calls per day
  • 110 sales per day
  • Zero commission

Solutions

  • Use the digital agent to sell cell phone and internet call plans to the entire customer base, faster and with humanized communication.
  •  

Health insurance

Exponential reduction of failures in queries and exams.

Challenges

  • Receptive service in Spanish for the Latin American market
  • Automation of query scheduling

Results

Productivity:

  • 200 schedules per day
  • Confirmation of address and medical office

Solutions

  • Webservice integration for scheduling date and time query
  • Use of 10 Digital Agent licenses

Credit card/finance

70% reduction in operating costs

Challenges

  • Reverse a loss-making credit card portfolio, with financing and loan products (with an average of 2,245 days in arrears) and low return on operating costs


  • Increase the number of payments and succeed in renegotiations
  •  

Results

  • 70% reduction in operating costs
  • Portfolio interaction grew from 1.2% to 3.5%
  • Penetration in the mailing: advance from 11% of the service position to 45% with the digital agent
  • Zero commission
  •  

Solutions

  • Exchange of 21 customer service positions for 6 digital agent licenses

Digital bank

70% reduction in operating costs

Challenges

  • Serve the elderly population
  • Perform the pre-audit role of signed loan agreements
  • Promote customer loyalty after sales
  • Provide strategic information on the behavior of the portfolio’s customer base
  •  

Results

Use digital agents to maintain good communication with the elderly public, provide friendly service and overcome challenging situations

Solutions

  • 105,556 calls made in the period of 22 days
  • 311 successful calls per day
  • Pre-audit of payroll loan agreements
  • Operation centralization

Phigital Banking

Operation

Implementation of hybrid service (face-to-face/online). Significant improvement in the financial result.

Challenges

  • Improve consultant productivity
  • Hit the target in all bank agencies (over 800)
  • Mirror the success of call centers in physical stores

Results

Portrait of a operation day: 

  • Total calls: 4,521
  • Business Successes: 123

Solutions

  • CTI Connector Customizations for integration with CRM Sales Force;
  • Creation of management interfaces and monitoring of indicators
  • Geolocation
  • Customer portfolio

Real Estate Industry

Break bureaucratic barriers for property leasing, reduce costs and streamline business.

Challenges

  • Provide integration between multiple platforms in the distribution of voice and text work
  • Deployment of smart dialing platform
  • Management improvement through integrated reports for performance analysis of all current channels.

Results

  • Webchat calls: from < 10k to 150k
  • Voice: 70% more calls
  • E-mail: 23% growth, with 57% success rate

Solutions

Deployment of the OlosChannel platform, which has its own toolset for the development of chatbot flows and which can be integrated with any access provider and artificial intelligence engine, with the possibility of activation through Facebook Messenger, WhatsApp, Telegram, Skype, GroupMe, Kik, Slack, Twilio, Cortana, or via the WEB. Special attention flows were developed to ensure service uniformity, increased self-service possibilities and possible transfer to human WebChat, centralized by the Olos CRM tool, the Eaglle.

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olos@olos.com.br

+55 11 2281 – 1650

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