Case Study: Touring Club Suisse achieves 40-minute-per-agent daily productivity gains and improved agent satisfaction with Genesys

Agent workload redistribution improves customer service and employee satisfaction

Touring Club Suisse (TCS), Switzerland’s leading roadside breakdown service, needed to maintain high customer satisfaction while improving agent occupancy and motivation across urgent, multilingual member calls. After consolidating more than 60 area offices into a centralized contact center, TCS still lacked visibility into call volumes and fair task distribution, which affected service consistency and employee morale.

TCS implemented Genesys Workforce Management, the Genesys Customer Experience Platform and Professional Services, integrating the contact center with Salesforce and deploying Genesys Continuous Workforce Optimization to move from a pull-to a 100% push task model. Occupancy jumped to 98% (later set to 90% for slack), delivering about 40 minutes of extra productivity per agent per day, an ROI in under two years, and improved agent satisfaction through fairer workload distribution.

Touring Club Suisse

Stephan Wymann

Workload Manager, Area Assistance