Efficiency & Reachability
Increase the efficiency of your service centre and seamlessly enable high reachability through smart automations. For superior service quality, shorter call times and optimized employee deployment.
Efficiency & Reachability
Increase the efficiency of your service centre and seamlessly enable high reachability through smart automations. For superior service quality, shorter call times and optimized employee deployment.
Here's how virtualQ impacts your efficiency and reachability
Before
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Overworked employees with irregular and high contact volume
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Inefficient personnel deployment due to planning certainty
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Potentially substantial additional costs in the event of call overflow to external service providers
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Long, unpleasant waiting times for customers on the telephone hotline
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High number of lost calls due to long hold times
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Multiple callers exponentially increase contact volume
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Long call times (AHTs) and low service levels due to unprepared and tense callers
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No point of contact outside business and opening hours
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High cost per contact due to suboptimal internal contact control and routings
After
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Evenly smoothed call volume through timely intelligent callbacks
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Optimal, predictable and stable utilization of existing agents
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Increased reachability and reduced call overflow
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Minimized waiting times for callers
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Significantly reduced termination rates and achieved KPIs
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Reduced number of repeat callers by offering callbacks or appointments
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Shorter AHTs thanks to ideal preparation and self-service options
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24/7 reachability for a unique service experience
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Reduced cost per contact due to intelligent contact control
The most popular
use cases for Efficiency & Reachability
An efficiently utilized team and reliable reachability provide you with valuable cost savings in various dimensions. Make the best use of your existing agents and offer your callers reliable contact access Our use cases demonstrate how versatile virtualQ can be for you.
Saved costs
Build 24/7 trust
Successful target achievement
Intelligent contact management
Intelligent callbacks save you cold, hard cash. In the short term, for example, they ensure less call overflows to external service providers. In the long term, you benefit from reduced employee turnover, which saves you recruiting and training costs.
Ensure seamless round-the-clock request capturing with your existing team thanks to virtualQ. Outside opening hours, callbacks can be booked at the earliest convenient time with the appropriate contact person.
Thanks to intelligent automation, you can confidently and reliably achieve your stipulated customer service KPIs. Whether it’s service levels, AHTs or NPS, virtualQ effectively supports your performance for optimized customer service.
With virtualQ, you save both yourself and your agents valuable time. Instead of manually routing callers from one department to the next, virtualQ does the work based on the caller’s specifications. This significantly reduces the manual effort of your agents.
Greater efficiency
= Your success
Increase the efficiency of your service centre and seamlessly enable high reachability through smart automations. virtualQ’s intelligent algorithms smoothen your call volumes so your agents are evenly utilized throughout the day. This enables and simplifies your workforce planning, significantly increases your reachability, and reduces employee overload during typical peak hours. This allows you to achieve significantly higher reachability levels while maintaining the same amount of resources.
24/7 reachability despite closed service center
Any queries that arise should be resolved as quickly as possible. Outside the company’s business hours, this could previously only be fulfilled by external service providers. With virtualQ, you can provide support to your potential customers even on weekends or after work: Through a bookable callback appointment at the next available convenient time, queries are forwarded to your employees in a timely manner. This ensures that you never miss an inquiry, and that your customers appreciate the transparent, reliable offer.
Achievable KPIs
Regardless of whether it’s your own objectives or external targets: Service KPIs should be reliably met.
To provide you with the best possible assistance, virtualQ records your goals and optimizes your workload and reachability accordingly. The intelligent algorithms automatically adjust the callback scheduling, so you don’t have to do anything further. Based on your existing staff resources, virtualQ calculates the ideal times for both customer satisfaction and your capacities.
BPOs and service providers in particular find it much easier to reliably and successfully meet defined KPIs with virtualQ.
Using smart contact handling to route to the appropriate contact person
The 1st level can automatically schedule callbacks and appointments for the 2nd/ 3rd level. The 2nd/ 3rd level is automatically controlled in the background without any extra work and does not need to manually process any lists or callback requests.
Increased service levels, effective staff deployment
virtualQ’s intelligent callback management optimizes your reachability so that you can offer your customers reliable customer service at all times. Simultaneously, virtualQ’s intelligent algorithms enable ideal utilization of your existing capacities. With the same personnel, you achieve a lower abandonment, eliminate waiting times, save costs, reliably achieve your service KPIs and offer your customers a unique service experience.
VQ
PHONE
The intelligent and fully automated callback and appointment management software for maximum reachability and optimal workload management for your telephone service center.
VQ
WEB
Generate leads on your website or provide a unique customer service experience with our easy to integrate callback & appointment widget. Reach your customers on all channels.
VQ
CONNECT
Open up new potential by integrating virtualQ into your existing system landscape. Combine virtual waiting, callbacks and workload-optimised appointments with voicebots, chatbots, messengers, apps and much more.
Your message to virtualQ
How can we help?
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