VIER engage makes work easier

The Austrian service provider on market Service is a service partner of a well-known tobacco wholesaler and, among other things, handles order entry for all licensed tobacco stores and sales outlets in Austria as well as technical support for products such as IQOS. "We were working with a physical telephone system until 2019, which we wanted to replace with a state-of-the-art system," explains Robert Prosser, Authorized Representative and Technical Manager at on market Service.

Every month, the 20 employees at on market Service with VIER engage process around 6,200 inbound inquiries and also make 12,000 outbound calls. With the help of a raw data interface and automatic ACD reports, which are used to transmit all data on a daily basis, the company is able to keep an eye on the team's service performance at all times. "The data is stored in the data warehouse and evaluated using internal reports," says Robert Prosser, explaining the procedure." Some reports, such as agent attendance, are sent to the responsible colleagues by email on a daily basis. The control module for the supervisor also provides a good overview of the current status of the call center and makes work much easier!"