Success story –
LEW Verteilnetz
Controlled continuous peaks and intra-day management even during the energy supplier’s settlement date
Enabled planning and controlled call volume
through effective peak management
In order to prepare the contact center for high call volumes in the spring, LEW Verteilnetz GmbH (LVN) introduced virtualQ callback management in 2024. With small but important adjustments, the software was able to relieve agents and save callers waiting time just in time for the deadline for billing.
Challenges
- High call volumes at certain times pushed customer service to its limits, especially on billing deadlines.
- Additional intra-day peaks made personnel planning difficult, as it was not possible to keep agents consistently busy throughout the day.
- Basically, the call volume was difficult or impossible to control and led to long waiting times for callers.
- The NPS didn't meet expectations.
Goal
- Intelligent callbacks should distribute calls from peak times evenly throughout the day.
- Overall accessibility should be improved.
- The connection of the callbacks should be implemented promptly.
- The waiting time for callers should be minimized.
- Contact center employees should be relieved of some of their workload and reliably utilized to full capacity.
- The NPS should be sustainably increased through excellent service.
Result
- The recalls were completed within three weeks, despite the Christmas season, and were ready for use on January 1, 2024.
- Accessibility has been improved.
- 89% of callbacks forwarded to virtualQ were successfully resolved.
- Callers respond well to the callback offer.
- The software settings were flexibly adjusted based on LEW's experience.
Challenges
- High call volumes at certain times pushed customer service to its limits, especially on billing deadlines.
- Additional intra-day peaks made personnel planning difficult, as it was not possible to keep agents consistently busy throughout the day.
- Basically, the call volume was difficult or impossible to control and led to long waiting times for callers.
- The NPS didn’t meet expectations.
Goal
- Intelligent callbacks should distribute calls from peak times evenly throughout the day.
- Overall accessibility should be improved.
- The connection of the callbacks should be implemented promptly.
- The waiting time for callers should be minimized.
- Contact center employees should be relieved of some of their workload and reliably utilized to full capacity.
- The NPS should be sustainably increased through excellent service.
Result
- The recalls were completed within three weeks, despite the Christmas season, and were ready for use on January 1, 2024.
- Accessibility has been improved.
- 89% of callbacks forwarded to virtualQ were successfully resolved.
- Callers respond well to the callback offer.
- The software settings were flexibly adjusted based on LEW’s experience.
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“With virtualQ, we were able to maintain our availability despite a sharp increase in call volume. In addition, our intra-day peaks were smoothed out, which simplified planning in the contact center and saved our customers waiting time.”
Peak management provides a remedy
In order to cope with the constant workload and minimize waiting times for callers, LVN introduced virtualQ’s appointment and callback management system. The decision to use virtualQ was based on
rapid coordination and transparent communication. In addition, virtualQ was already listed by the parent company E.ON, for example, and has a standardized connection to the ACD used.
Initial results for cut-off date accounting
virtualQ proved its worth right away with the January billing deadline. Despite receiving many times the usual number of calls, LVN successfully maintained its availability. At the same time, callers were spared unpleasant waiting times and were able to focus on other matters thanks to the transparent announcement of the callback time.
Overall, 89% of calls redirected to LVN’s telephone system via virtualQ were successfully resolved.
Learnings applied flexibly in practice
Thanks to quick consultations with virtualQ, LVN can also implement subsequent requests. For example, it was decided not to schedule callbacks during particularly busy times. During these times, LVN offers callers a callback, but the callback is only made outside of peak times, i.e., approximately one hour later. This allows LVN to protect its employees while still providing transparent customer service. virtualQ could also be customized in other areas, e.g., through configurations for the maximum duration until callback, routing options, and announcements. Learn more in the success story!
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