Case Study: Barmer GEK achieves 80% first-call resolution and 24/7 omnichannel service with Genesys

Barmer GEK and Genesys lead the way to the call center of the future

Barmer GEK, Germany’s second-largest health insurer with more than 8 million customers, modernized its customer support by opening six full-featured virtual call centers staffed by 1,000 agents. Facing rising customer demand for multichannel, always-on service, the company needed to build an omnichannel digital organization, cut response times and improve customer satisfaction.

Partnering with Genesys, Barmer GEK implemented a single toll‑free number, 24/7 virtual contact centers, online chat, centralized routing (traffic‑light expert availability) and extensive agent training. The solution now handles 1.6 million incoming calls monthly (60% routed to the centers), achieves 80% first‑call resolution with only 20% transfers, increased Net Promoter Score, and provides a 360° customer view that improved service availability and digital adoption.

Barmer GEK

Jörg Kaiser

Head of Call Centers