Higher UX with little effort

Hi Alexander, tell us a bit about the congstar service center. How many employees work there, which communication channels do you use and what is your job?

More than 200 employees work in congstar's service centers on the hotlines, in chat, in email processing and on social media. We work with external service providers to answer all inquiries promptly. Our app-centric approach means that only those inquiries that our customers have not resolved themselves end up in the service centers. This still leaves an average volume of over 140 thousand calls per month for the congstar, ja!mobil and PENNYMOBIL brands. All telephone inquiries are processed with the ACD of VIER. Our task is to resolve all inquiries promptly to the complete satisfaction of our customers.

You have been a customer for a long time, having joined us as a 4Com customer, which has now been merged into VIER. Has anything changed for you as a customer in the last year?

I appreciate the good support and I was pleased that VIER continues to focus on the core of the contact center, the ACD, and continues the good support that I was used to. Of course, the look and feel has changed. What I am pleased about is that we are proactively receiving new ideas for the use of technology. For example, Dr. Ralf Nikolai approached me in spring 2022 and asked if I would like to test "Your voice is your password". As we will need a legitimation PIN in the call center from 1 July 2022, we took the opportunity to recognize added value for us in a pilot with selected users and will now roll out the project to all locations.

What is the advantage of our solution for you?

For me, there are three essential advantages that positively distinguish the VIER solution from other technologies on the market: Effort, customer satisfaction and speed.

• Effort: I spend about 20 percent of my time managing the ACD myself, including the time needed to move to the new data center. The solution is stable and easy to manage. This also applies to the VIER dialer, which we use regularly when the incoming call volume is too low.

• Customer satisfaction and speed: From my past, I know of much more complicated products that require consulting and additional services. Let me give you a simple example here: As a mobile service provider, it happens from time to time that there is a malfunction. With the ACD from VIER, I can play a fault announcement on all three hotlines within 30 seconds. As you can imagine, our call volume explodes in such cases. A quick response is immensely important in order to keep customers up to date and thus keep the call volume under control. The customers who called about the fault know that the problem will be resolved in a few hours and leave the hotline. This clears the way for customers who are calling about a bill, for example. We have found that short waiting times and customer satisfaction are closely linked.