PARKING BRUSSELS

Distribution of thousands calls per days between 9 entities

Parking Brussels is a public service agency for the management of public parking in the Brussels region. The company therefore depends directly on the public authorities, and is the only one to manage the car parks in the region, which of course represents thousands of incoming calls per day. It was therefore necessary to have a perfect distribution between the 9 entities that make up the public service with optimal workforce management. 

16 540 requests per month

326 employees  

Turnover of €6.3 million

“After we first used a competing solution, we decided to go to Nixxis. The software was quickly integrated and the agents were operational at the same time thanks to specific training and the accompaniment of a specialist on site. The contact centre now has 27 agents handling about 12,000 calls every month. This solution has enabled the centre to offer quality human service”

Kris Cox, IT Manager Parking Brussels

Objectives

Parking Brussels achieve great results using Nixxis Contact Suite

Through Nixxis Contact Suite, the public service was able to benefit from an SVI identification, a call-back and status control system with an in-depth analysis of its complaint resolution rate and optimal file follow-up for all its entities at the same time. 

Hiring of 5 additional officers in one year 

12,000 calls processed monthly 

Better distribution of calls by entity 

Global reporting

Parking Brussels achieve great results using Nixxis Contact Suite

Nixxis Contact Suite was the perfect compromise between an innovative, reliable and user-friendly solution for Parking Brussels. Migration between solutions was dealt with swiftly and easily avoiding the stop of any activities in the process. As of now, Parking Brussels enjoy customizable and actionnable analytics, a better workload distribution thanks to our AI-powered ACD and globally a better handling of customer claims and satisfaction.

Hiring of 5 additional officers in one year 

12,000 calls processed monthly 

Better distribution of calls by entity 

Global reporting

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