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?
virtualQ® works for service numbers as well as a call center
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.
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!
Reduce waiting time for your staff and sales representatives!
We offer the following options to integrate virtualQ® into your call center:
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.