Success Case – BKK Linde
How to stay in control of customer service as contact volume increases?
BKK Linde increased its service level to offer first-class customer care despite high contact volume!
As one of the fastest-growing health insurance companies in Germany, BKK Linde’s customer base has also risen sharply – and, with it, volumes in its contact center. In order to effectively manage this volume at all times, BKK was looking for a solution. By working with virtualQ, it has not only been able to offer its customers top service, but also reduce stress for employees.
Thanks to virtualQ’s solution for evening out call peaks and providjng an automatic callback function, BKK Linde has succeeded in optimizing its contact volume and making internal processes more efficient.
Challenge
- The shortage of skilled workers is having an aggravating effect on service center capacity
- High demand in healthcare sector and a steadily growing customer base e results in a steadily growing contact volume
- Call peaks are difficult to manage
- High standards of customer service essential in the healthcare sector
Goal
- Increasing contact volume need to be served with the usual high-quality service at BKK Linde
- All services should continue to meet the needs of the customer.
- Employees in the customer dialog need to be relieved of their workload
- Accessibility is to be increased
Result
- It took less than one working day to implement virtualQ
- Internal workload relief was immediately noticeable for all employees
- Employees are enthusiastic about virtualQ and do not want to work without it anymore
- Customer contacts and call peaks can be received at any time and handled without any problems
- Proof of value (PoV) reached after 6 weeks
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success story
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With virtualQ Phone, BKK Linde was able to optimize its service
By shifting the call volume with the help of the virtualQ software, particularly stressful times for employees and long waiting times for customers have become a thing of th past. Callers now know when they can expect a callback and that the person they are talking to will already know what the conversation is about.
Implementation effort was minimal thanks to fast connection
The introduction of new telephone and customer service systems does not always require a lot of work. BKK Linde invested only one working day to integrate virtualQ into the existing service systems.
virtualQ offers increased employee satisfaction at BKK Linde Customer Service
After the pilot phase of virtualQ’s callback system, an internal survey was conducted in the BKK Linde Health Insurance customer service department. The results? A full 98% of all employees were very satisfied with the virtualQ software and would not want to work without it again!
