Case Study: E.VITA improves reachability and reduces call peaks with virtualQ

How can you guarantee excellent customer service that prioritizes individual consultationsfor commercial customers an active management of their energy supply

The energy supplier E.VITA faced significant challenges with high intra-day call peaks that led to long customer hold times, employee stress, and a high number of repeat callers. To manage these issues and maintain their high service standards, they turned to the vendor virtualQ and implemented their callback solutions, VQ Phone and VQ Connect.

virtualQ's solution automated the callback process via a web widget, which distributed the contact peaks. The results included smoother call flows, drastically reduced repeat callers, and relieved employees. A key measurable impact was handling approximately 550 callbacks per month through the system, which also reduced the number of calls forwarded to external service providers and resulted in significant cost savings for E.VITA.

E.VITA

Grit Hoeckh

Head of Customer Service