Increased Availability
By working with VIER, ADAC has improved its accessibility and implemented a complex routing system for calls and written inquiries, which enables applications to be processed more quickly.
Challenge
Connect callers quickly
The ADAC has a federal structure and consists of the ADAC e.V. and 18 legally independent regional clubs. Around 1,000 employees work in the regional clubs to provide telephone service for ADAC members. The aim of the ADAC regional clubs is to connect callers promptly with a responsible employee, resulting in complex routing: a call is first routed to the regional club from whose region it is received. If no one is available, an attempt is made to connect the caller to a nationwide overflow group, followed by the waiting field of the responsible regional club. If this is also not possible, two further, special overflow groups remain, including all employees in the offices of the respective regional clubs. If they are unsuccessful, an announcement is made asking them to call again - but this should be avoided. Around 350,000 calls are processed every month using this procedure - accessibility should therefore be improved.
What solution does VIER offer?
ADAC + VIER
Routing of voice and non-voice
The complex, upstream routing was the starting signal for the collaboration with VIER. Since 2010, all 18 ADAC regional clubs have been integrated into the cross-location call distribution with the cloud-based ACD from VIER engage. The inbound solution is supplemented by the dialer. This is used at three locations for telephone caller recovery. By linking the dialer with the ACD, callback processing is also possible, with the ACD automatically assigning callbacks to the correct group and displaying the correct data record.
More about the product
VIER engage
Our AI-powered, cloud-based solution is ideal for demanding, large contact centers that want to offer an omnichannel customer experience.
About ADAC
The ADAC offers its members services and products related to mobility. It has a federal structure and consists of the ADAC e.V. and the 18 legally independent regional clubs. The ADAC offers its more than 21 million members help, protection and advice - also by telephone and e-mail. To make this work, a networked, cross-channel and cross-location complete solution is used.
The ADAC offers its members services and products related to mobility. It has a federal structure and consists of the ADAC e.V. and the 18 legally independent regional clubs. The ADAC offers its more than 21 million members help, protection and advice - also by telephone and e-mail. To make this work, a networked, cross-channel and cross-location complete solution is used.
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