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The establishment of the Corona vaccination hotline 116 117 at the end of 2020 on behalf of the Federal Health Agency is considered the "biggest information offensive ever" in Germany. At the height of the COVID-19 pandemic, it was about nothing less than informing all German citizens about the vaccination campaign "Germany rolls up its sleeves!", which started in December 2020. In the meantime, the project has won two awards!
Challenge
1 Herculean task, 3 weeks
To set up a Corona information service for around 500,000 calls per week within only three weeks, and to do so with volumes that fluctuate greatly over time and a constantly changing technical information situation: a truly Herculean task. This required an experienced, reliable call centre service provider and a highly flexible, secure solution for the distribution and processing of telephone enquiries. The choice fell on gkk Dialog as the central organiser. The technical implementation of the ACD was taken over by VIER with the cloud-based Omnichannel ACD. Of course, in compliance with all security and data protection standards.
Solution
VIER ACD - Ready to go in no time
As a cloud-based and highly scalable solution without high technical requirements, the VIER ACD was able to distribute all incoming calls across all locations within the required three weeks - a compelling prerequisite for the success of the information campaign, as gkk Dialog connected a total of 19 customer service providers across Germany for processing during peak times.
Benefits
Successful cooperation awarded
The number of calls handled has long since passed the double-digit million mark. In order to handle this volume, up to 4,500 advisors were integrated into the call distribution across locations at peak times - in distributed contact centres as well as from home. Both increased and decreased volumes could be flexibly mapped in the ACD. As a result, the availability by telephone reached a value of over 95 percent. In addition, after-call automated customer satisfaction surveys were conducted with VIER Voice of the Customer, in which more than one fifth of the callers participated. On a satisfaction scale of 1 (not satisfied) to 5 (very satisfied), the hotline achieved a super score of 4.7 points!
The success of the 116 117 Corona vaccination hotline was recognised in 2022 with two important industry awards: In May, the DDV Deutscher Dialogmarketing Verband (German Direct Marketing Association) gave gkk's project a special award for the "biggest information campaign of all time". In autumn, the CCV Quality Award was added in the #BestPartnership category.
The number of calls handled has long since passed the double-digit million mark. In order to handle this volume, up to 4,500 advisors were integrated into the call distribution across locations at peak times - in distributed contact centres as well as from home. Both increased and decreased volumes could be flexibly mapped in the ACD. As a result, the availability by telephone reached a value of over 95 percent. In addition, after-call automated customer satisfaction surveys were conducted with VIER Voice of the Customer, in which more than one fifth of the callers participated. On a satisfaction scale of 1 (not satisfied) to 5 (very satisfied), the hotline achieved a super score of 4.7 points!
The success of the 116 117 Corona vaccination hotline was recognised in 2022 with two important industry awards: In May, the DDV Deutscher Dialogmarketing Verband (German Direct Marketing Association) gave gkk's project a special award for the "biggest information campaign of all time". In autumn, the CCV Quality Award was added in the #BestPartnership category.
At a glance
For 116 117, gkk Dialog used VIER engage
4,500 agents
at most were involved in peak times.
95% availability
by telephone was achieved.
2 awards
prove: the project was a great success!
About gkk Dialog
gkk Dialog is a full-service agency for dialogue marketing. With more than 20 years of experience and over 900 employees, gkk Dialog offers individual dialogue marketing solutions at four locations in Germany.
About gkk Dialog
gkk Dialog is a full-service agency for dialogue marketing. With more than 20 years of experience and over 900 employees, gkk Dialog offers individual dialogue marketing solutions at four locations in Germany.