Corona- Vaccination hotline 116 117

The launch of the coronavirus vaccination hotline on 116 117 at the end of 2020 on behalf of the Federal Ministry of Health is considered the "biggest information campaign of all time" in Germany. At the height of the COVID-19 pandemic, the aim was nothing less than to inform all German citizens about the "Germany rolls up its sleeves!" vaccination campaign, which was launched in December 2020. The project has since won two awards!

For 116 117, gkk used Dialog VIER engage

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Challenge

1 Herculean task, 3 weeks time

Setting up a coronavirus information service for around 500,000 calls per week within just three weeks, with volumes fluctuating greatly over time and a constantly changing technical information situation: a truly Herculean task. This required an experienced, reliable call center service provider and a highly flexible, secure solution for distributing and processing telephone inquiries. The choice fell on gkk Dialog as the central organizer. VIER took over the technical implementation of the ACD (Automatic Call Distribution) with the cloud-based Omnichannel ACD. Naturally in compliance with all security and data protection standards.

What solution does VIER offer?

gkk Dialog + VIER

VIER ACD - Ready to go in no time at all

As a cloud-based and highly scalable solution without high technical requirements, VIER ACD was able to distribute all incoming calls across all locations within the required three weeks - a mandatory prerequisite for the success of the information campaign, as gkk Dialog interconnected a total of 19 customer service providers throughout Germany for processing at peak times.

Benefit

Successful collaboration with an award

The number of calls handled has long since passed the two-digit million mark. In order to cope with this volume, up to 4,500 consultants were involved in call distribution across all locations at peak times - in distributed contact centers as well as in the home office. Both higher and lower volumes could be flexibly mapped in the ACD.

About gkk Dialog

gkk Dialog is a full-service agency for dialog marketing. With more than 20 years of experience and over 900 employees, gkk Dialog offers individual dialog marketing solutions at four locations in Germany.

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