In June, our telephone support will be there for you from 8 am

Aurel Stevens

31.5.2019

Translation: machine translated

Pictures: Thomas Kunz

We would like to improve our customer service. Until now, you could reach us by phone from 9 am to 6 pm. As a test, the call centre will be at your service from 8 a.m. in June.

"We have the greatest customer demand in the morning," explains Christian Sperber, Group Manager at the call centre in Zurich. The rush is greatest shortly after opening at 9 to 9.30 in the morning. "Because we are now open an hour earlier for customers on a trial basis, we hope that the peak will be better distributed."

I would like to know from him how long customers spend in the queue on average. "We want to minimise waiting times as much as possible," says Christian. "We are staffed in such a way that there are only occasional waiting times." As mentioned, these are in the morning just after opening and during lunchtime. During rush hour, there can therefore be waiting times of 2 to 3 minutes, says Sperber.

On the German line alone, the 31 employees in the call centre handle around 1,000 calls a day. An average of 200 calls in French are received in Lausanne. "There are more than twice as many on Black Friday," says Christian. The average processing time is six minutes. This includes not only the phone call, but also the follow-up work: a customer question has to be clarified internally and the answer sent to the customer as quickly as possible.

The test in June will only be carried out on the German line. "We were able to implement the previous opening hours of 9 a.m. to 6 p.m. without shift operation. With a staggered lunch break, it went well." During the test operation, some employees are voluntarily working overtime. "If the test is successful and we want to keep the extended opening hours, we'll have to come up with something," Christian continues. "Statutory overtime is obviously not an option in the long term."

A big thank you to the employees in the call centre for this. Without the extra effort, the experiment would not have been possible.

If you have a question about an order or a product, our employees will be on the phone for you from 8 a.m. from Monday, 3 June to Friday, 28 June. Christian and his colleagues will be happy to help you.

Aurel Stevens

Chief Editor

aurel.stevens@digitecgalaxus.ch

I'm the master tamer at the flea circus that is the editorial team, a nine-to-five writer and 24/7 dad. Technology, computers and hi-fi make me tick. On top of that, I’m a rain-or-shine cyclist and generally in a good mood.

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