Success story –
Janitos Insurance AG
25% more availability, enabling realignment and excellent employee satisfaction through peak management
Employee satisfaction through appreciation
and structured relief in the contact center
In order to reduce the workload of telephone staff and thus reduce staff turnover, Janitos Versicherung AG introduced virtualQ callback management in 2019. Despite initial concerns about implementation with the complex telephone system, the software immediately proved to be an effective aid to employee satisfaction and support.
Challenges
- Good employees were overworked due to excessive hours spent on the phone, resulting in high staff turnover and high costs.
- Well-trained employees were needed to be able to resolve issues satisfactorily during a phone call.
- High number of calls, which overloaded the employees in the telephone department.
- The historically grown telephone system seemed too confusing for connections.
- The daily workload on the phone, combined with the paperwork, was clearly too high for employees.
Goal
- Customers should still be able to resolve their issues with experienced staff members in a single phone call.
- The same number of calls should be reliably answered.
- Employees should spend less time on the phone each day in order to reduce their workload.
- Free space should be created for employees to process written documents.
- The connection should take up little time and resources overall.
Result
- The number of hours spent on the phone per person was reduced from 8 to 4 hours per day.
- Accessibility has been increased by 20-25%.
- Since the introduction of virtualQ, there has been no turnover in customer service.
- The connection was completed effortlessly in just a few weeks.
- The feedback from callers has been consistently positive.
- virtualQ made it possible to realign the company.
Challenges
- Good employees were overworked due to excessive hours spent on the phone, resulting in high staff turnover and high costs.
- Well-trained employees were needed to be able to resolve issues satisfactorily during a phone call.
- High number of calls, which overloaded the employees in the telephone department.
- The historically grown telephone system seemed too confusing for connections.
- The daily workload on the phone, combined with the paperwork, was clearly too high for employees.
Goal
- Customers should still be able to resolve their issues with experienced staff members in a single phone call.
- The same number of calls should be reliably answered.
- Employees should spend less time on the phone each day in order to reduce their workload.
- Free space should be created for employees to process written documents.
- The connection should take up little time and resources overall.
Result
- The number of hours spent on the phone per person was reduced from 8 to 4 hours per day.
- Accessibility has been increased by 20-25%.
- Since the introduction of virtualQ, there has been no turnover in customer service.
- The connection was completed effortlessly in just a few weeks.
- The feedback from callers has been consistently positive.
- virtualQ made it possible to realign the company.
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At the time, we were only seeking a small solution to a single problem, but with virtualQ, we quickly received so much more assistance and positive changes than we could have anticipated.
We had virtualQ up and running for a week and it was a huge success. We
halved the number of hours spent on the phone and at the same time saw a
25% increase in availability, with the same number of staff as before.
Peak management to combat fluctuation
In order to sustainably reduce the typical fluctuation in telephony, Mario Braun and Christian Elson from Janitos Insurance sought a suitable solution in 2019. “Everyone in the telephony industry knows that when you spend eight hours a day on the phone, you can’t keep it up for long because of the strain,” says Elson. Nevertheless, the company did not want to forego a telephone service with well-trained and competent employees in order to resolve customer inquiries quickly and reliably. “We want to offer our customers contact persons who are really familiar with the product. It is not in our interest to put them off.”
Connection and results even with complex systems
The connection was established very quickly, despite the complex telephone system.
The first results were not long in coming: after just a few days, employees were relieved of some of their workload and were able to use their newly gained free capacity for other tasks, such as document management. This quickly made all processes more relaxed. The telephone time for individual employees in the call center was reduced from 8 to 4 hours per day.
Expect a small solution, get extensive benefits
After just one week in use, accessibility increased by 25%. In addition, the number of telephone hours required per employee was reduced by 50%, enabling a realignment of capacities. “No one expected this at the beginning. We actually just wanted a small solution for a small problem, and in the end we got so much more,” says Elson.
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