Case Study: BKK Linde improves service levels and eases call peak pressure with virtualQ

The mission to increase service levels and provide superior customer service – even during busy periods

The customer, BKK Linde, a fast-growing German health insurance company, faced challenges managing a sharp increase in contact center volume. Issues included difficult-to-manage call peaks exacerbated by a shortage of skilled workers, all while needing to maintain their high standards of customer service. They partnered with the vendor virtualQ, implementing its virtualQ Phone service to address these challenges.

The solution from virtualQ provided an automatic callback function to even out call peaks. The implementation was completed in less than one day and resulted in immediate internal workload relief for employees, with 98% of staff reporting high satisfaction. BKK Linde successfully managed growing contact volume, eliminated long customer wait times, and achieved a proof of value after just six weeks.

BKK Linde

Christian Heuser

Quality Management Officer