BECOME A KPI HERO
Using virtualQ solutions directly impacts your service statistics, reducing your drop-out rate and redial rate, and improving your service level and accessibility. After all, the virtualQ solutions aim to make your service center more efficient.
Our customer reports prove that the use of intelligent queuing and voice solutions improve your service KPIs within a very short time!For example, the elimination of waiting on the phone and the newly created transparency with regard to the calculated availability of the service agent at the virtualQ customers lead to a significant drop in abandonment rates. Specifically, it is possible to reduce your cancellation rate by more than 25% through the use of our intelligent algorithms.
Additionally, the number of your redialists will also be minimized. The HanseMerkur subsidiaryH.B.C. Hanse Betreuungscenter GmbH, for example, was able to reduce the number of its redialists from 15% to just 2%by using virtualQ’s digital peak management intelligence.
But not only that! Thanks to the high usage rate of the virtual waiting service, our customers also minimize the maximum, real waiting times. Experience shows that the positive service experience and the resulting lower complaints rate result in a decreasing average processing time(average handling time). On average, this value improves by up to 7%for virtualQ customers.
The optimized utilization (shift of call volume by digital peak management), the high reduction of the abort rate / redial and the shortened call times due to the elimination of de-escalation conversations is in turn reflected in a much better accessibility. For example, one of our customers, a large German insurance company, was able to improve their accessibility by more than 13% through the use of virtualQ queuing alone.
By combining our queuing solution and virtualQ Voice Automation, this value can be further increased – because your customers receive immediate assistance with their requests. These figures suggest that the service level is also improved by using virtualQ solutions. In fact, with virtualQ from a service level of 80/30, it will easily be 88/20.