With around 7,000 members and several thousand pensioners, the Pharmaceutical Salary Fund for Austria is the point of contact for many questions, most of which are asked over the phone. The lines often run hot – especially at the end of the month. Payroll accounting, salary questions, prescription billing queries and much more end up in the three queues every day. With the standard version of Microsoft Teams as the telephone system, the payroll department was already well positioned to manage the volume. But the system can't do everything. The waiting times were not always fast enough, as the Salary Fund wanted for its members, nor were the processing times fast enough, as callers sometimes ended up in the wrong department due to outdated routing settings. In addition, the lack of evaluation options in the Teams standard was a problem for the Salary Fund. Time in the queue? Call duration? Abandonment rate? Peak times? This is where the Salary Fund wanted to start.
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