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Waiting on hold is the most common consumer complaint.

Attensity
 

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?

virtualQ® works for service numbers as well as a call center
virtualQ® Functions 01
CALLER DIALS CUSTOMER SUPPORT NUMBER
virtualQ® Functions 02
VIRTUALQ® WAITS ON HOLD FOR CALLER
virtualQ® Functions 03
WHEN THE SERVICE REPRESENTATIVE IS AVAILABLE, VIRTUALQ® ALERTS THE CALLER TO CALL BACK. THE CALLER GETS CONNECTED DIRECTLY.

Our products

The patented multi-channel-service-solution

THE WAITING CALL

Notify your callers via phone!

THE WAITING LINK

Integrate virtualQ® into your website!

THE WAITING APP

Offer the virtualQ® service in your company´s app!

IN-HOUSE SOLUTION

Reduce waiting time for your staff and sales representatives!

APPOINTMENT

Offer your callers individual appointments!

MANAGER FEATURES

All relevant information at a glance!

Smart integration into any ACD

Quick and easy integration into any system
virtualQ® Hierarchy

We offer the following options to integrate virtualQ® into your call center:

Self-Service Implementation

Access to our interface (API) and to our implementation instructions. Your engineering department or system integrator can connect the virtualQ® interface to your system independently.

Via your software provider

Many contact center software providers already offer the virtualQ® products as part of their portfolio. In case your provider does not offer virtualQ®, please feel free to contact us. You will receive a decent discount, if your provider becomes a virtualQ® partner after the project launch.

Integration via virtualQ®

We are happy to support you throughout the implementation process. We will install virtualQ® into your system in cooperation with one of our contractors.

Papers

virtualQ® services in a nutshell

virtualQ® leaflet

Find out how the virtualQ® services work.

virtualQ® OnePager

The virtualQ® services in a nutshell.

Our partners

Your benefits

Experience the new way of waiting

Happy customers

The digitalization of hold times reduces customers´ frustration while it increases callers´satisfaction and loyalty.

Higher revenues

Reduces customer churn and increases up-selling opportunities.

More customers

Improves contact center performance by lowering average abandonment rates. As a result, less potential customers are lost and revenue is increased.

Highly motivated service agents

Minimizes stress and emotional pressure of your call center agents. This results in a lower churn of agents.

Improved planning opportunities

Simplifies the planning and management of resources. Call volume peaks can be regulated. As a result, less staff is needed and costs can be reduced significantly.

Reduced costs

Significantly lowers the telecommunication costs since callers only call when it is their turn.

Easy integration without changing your system

Thanks to our platform independent interfaces, virtualQ® can be integrated into any system, quickly and easily. No training is required.

#StopWaitingOnHold

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