The customer service operations of the mobile and landline provider congstar are handled through nearshore outsourcing by six service providers at eight locations in Germany, Croatia, and Greece. “Back in 2016, there were still only three call center service providers,” recalls Alexander Marr, Workforce and Analytics Coordinator at congstar. “Back then, each service provider had its own ACD system, so neither centralized routing nor centralized reporting across all service providers and locations was possible. Last-minute changes couldn’t be implemented. That’s why we started looking for a cloud-based ACD and, fortunately, ended up with VIER (4Com)!”

Ten years have passed since then. “Our customer service is now heavily app-centric,” explains Alexander Marr. “This means that only those inquiries that our customers were unable to resolve themselves via the app end up at the service centers. About 89 percent of issues can already be resolved through self-service,” says Marr. The remaining 11 percent reach the agents. “But that’s still over 4 million customer contacts per year – calls, emails, chats, and social media inquiries.”