Success Story –
Gothaer
Impeccable reachability & a high quality of service – even during peak hours
8% increase in NPS and efficient peak management by using intelligent callbacks via vQ Phone & API connection
Gothaer Insurances strives to provide its customers with impeccable reachability and a consistently high quality of service even during peak times. To achieve this goal, the insurer uses virtualQ to proactively manage peak demands and thus optimize the reachability and utilization of their employees. The success of this approach has been reflected by an increase of 8% in the Net Promoter Score.
Challenge
- Typical morning and afternoon peaks
- Additional seasonal peaks during vacation periods or flu outbreaks with call volume fluctuations of over 200% in some cases.
- Non-efficient utilization of agents
- Long hold times and sporadic call peaks in the contact center
Goal
- Build customer loyalty and improve customer satisfaction
- Actively manage peaks and eliminate idle time
- Reduce call follow-up time
- Display holding times to reduce non-urgent calls during peak hours
- Integration of a tool must be quick and not involve any additional resources or effort from Gothaer
Result
- In the first year alone, 80,000 waiting minutes were saved
- NPS scores increased by 8% after implementation and have been at a record high ever since
- Average handle times (AHT) decreased by around 5%
- Agents’ after-call work times are reduced
- API integration provides reliable information and reduces lost calls
- Further expansion is planned to other units such as Gothaer’s sales department
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virtualQ to handle peaks without Gothaer hiring new employees
Gothaer faced the challenge of providing its customers with quick responses to their requests and queries during busy periods, resulting in long hold times and inefficient agent utilization. To address this issue, the company chose virtualQ and its intelligent callback management service, which provided better call volume predictability and optimized agent utilization.
Avoiding waiting in the Gothaer customer service app - thanks to virtualQ
In addition, Gothaer deployed virtualQ’s API (virtualQ Connect). This allowed Gothaer app users to see the current hold time for the service hotline, encouraging them to avoid peak times for non-urgent queries.
Potential to expand to other departments within Gothaer's customer service
During its first year alone, virtualQ was able to save 80,000 waiting minutes at Gothaer. Thanks to these results, virtualQ is under consideration for potential implementation in other areas of the company.
