Case Study: LEW Verteilnetz achieves better call handling and shorter wait times with virtualQ

Controlled continuous peaks and intra-day management even during the energy supplier’s settlement date

The customer, LEW Verteilnetz GmbH, faced challenges managing high call volumes, particularly on billing deadlines, which led to long wait times, unpredictable intra-day peaks, difficulty in agent planning, and a lower-than-expected Net Promoter Score (NPS).

To solve this, virtualQ implemented its callback management system. The solution was integrated within three weeks and successfully redistributed call volume peaks. This improved overall accessibility and resulted in 89% of callbacks being successfully resolved, saving customers waiting time and simplifying agent planning, though the NPS goal was not met.

LEW Verteilnetz

Kevin Weiß

Customer service LVN