Case Study: METRO Deutschland boosts reachability and reduces wait times with virtualQ

Up to 10% more reachability & better balanced agent utilization despite seasonal call influxes

The customer, METRO Deutschland, a wholesale company in the retail industry, faced a challenge with seasonal peaks in call volume during periods like Easter and Christmas. These peaks, combined with fluctuating demand and staff illnesses, strained their service center, leading to long caller wait times and inconsistent agent utilization. To maintain high service levels, they turned to the vendor virtualQ and implemented its intelligent callback management system.

virtualQ's solution was integrated with METRO's existing system and used AI-based algorithms to manage call peaks by offering customers intelligent callbacks instead of placing them on hold. This implementation led to an average of 12% of callers using the callback service and improved reachability by up to 10%. The results included minimized waiting times, optimally balanced agent utilization despite fluctuating volumes, and a lasting reduction in the workload for agents.

Metro

Sven Hämmerling

Projektmanager Customer Intelligence & CRM