Case Study: Helvetia improves customer service and boosts sales with virtualQ

State-of-the-art customer experience & call management – with added sales success

Helvetia, a major insurance company, was facing challenges in its customer service center, including fluctuating call volumes, the need to maintain high service levels with a constant workforce, and new demands brought on by the transition to home offices. They sought a solution from vendor virtualQ that was compatible with their existing systems and could be implemented quickly to optimize call management.

By implementing virtualQ's callback solution, Helvetia intelligently redistributed call peaks and eliminated unpleasant waiting times for customers. The results were significant: lost calls were reduced, reachability was optimized, and customer satisfaction increased. virtualQ’s solution also delivered a surprise sales benefit, increasing cross-selling potential and revenue, such as by securing valuable car insurance policies. Employee workload was relieved and key performance indicators improved.

Helvetia

Michael Glitza

Head of Customer Service Department