In this case study, you’ll find out how Gothaer Health Insurance, one of the biggest German insurance companies with around 4.3 million members and just under 5,400 employees, managed to increase their customer satisfaction by 8%, by simply using virtualQ’s solutions.
Gothaer’s telephone customer service answers inquiries relating to health insurance payments. A total of 40 staff members work in the health insurer’s tele- phone customer service, with an average of 20 to 30 agents using the phone at any one time. Call volume stands at between 1,400 and 1,500 calls a day; the average call duration–or average handling time (AHT)–is four minutes; and, on record days, Gothaer Health Insurance can receive up to 3,500 calls. See for yourself how this insurance giant increased their customer satisfaction score!