Case Study: ÖBB achieves smoother call handling and shorter wait times with virtualQ

How does the state-owned railroad group and Austria’s largest mobility and logistics service provider ensure a high level of service

ÖBB, Austria's state-owned railroad and largest mobility service provider, faced major call peaks and inefficient capacity use at its service center, leading to long customer waiting times and a high number of redials. To overcome this challenge, ÖBB partnered with vendor virtualQ to implement its intelligent callback system and web widgets.

virtualQ's solution smoothed out contact peaks by shifting call loads into a virtual queue, which provided customers with scheduled callbacks. This allowed for excellent agent utilization without creating additional work. The results were significant, with virtualQ helping ÖBB achieve up to 70% less churn and a more than 10% reduction in workload, while also reaching a positive ROI and proof of concept within just six weeks.

ÖBB

Alfred Wimmer

ÖBB