Waiting on hold is the most common consumer complaint.
87% of all callers are willing to tolerate a maximum waiting time of three minutes1. 66% of your customers will switch to another provider because of bad customer service and long waiting times2. Moreover, long waiting times create unnecessary stress and pressure for your service representatives3.
virtualQ® provides your callers with the opportunity to queue up virtually instead of waiting in line. Thereby, the software takes the burden of waiting on hold from your callers. Your callers can hang up and virtualQ® notifies them automatically, when it´s their turn. They can then start the call and get connected to an agent straight away. Thus, virtualQ® turns callers´ waiting time into productive time, increases customer satisfaction and improves call center efficiency.
1 Interactive Intelligence Contact Center Survey Report 2013 2Accenture Global Consumer Pulse Research Study 2013 3 Manuela Swetlik | Schwäbisch Hall Kreditservice AG
How does the waiting service work?
CALLER DIALS CUSTOMER SUPPORT NUMBER
VIRTUALQ® WAITS ON HOLD FOR CALLER
WHEN THE SERVICE REPRESENTATIVE IS AVAILABLE, VIRTUALQ® ALERTS THE CALLER TO CALL BACK. THE CALLER GETS CONNECTED DIRECTLY.
Our products
Smart integration into any ACD
We offer the following options to integrate virtualQ® into your call center:
Self-Service Implementation
Via your software provider
Integration via virtualQ®
Papers
»It´s such a great service that you don’t have to wait 30 minutes on hold. Thank you so much!«
Anonym | Satisfaction Survey SBScom
»Not waiting on hold, wasn´t just good, but an absolutely relaxing, very new and positive experience!«
Anonym | Satisfaction Survey SBScom
»I would be happy, if more call centers would use that service.«
Anonym | Satisfaction Survey SBScom