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The top 5 effects on your customer service & 14 typical use cases.

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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


  • Overworked employees with irregular and high contact volume

  • Inefficient personnel deployment due to planning certainty

  • Potentially substantial additional costs in the event of call overflow to external service providers

  • Long, unpleasant waiting times for customers on the telephone hotline

  • High number of lost calls due to long hold times

  • Multiple callers exponentially increase contact volume

  • Long call times (AHTs) and low service levels due to unprepared and tense callers

  • No point of contact outside business and opening hours

  • High cost per contact due to suboptimal internal contact control and routings


  • Evenly smoothed call volume through timely intelligent callbacks

  • Optimal, predictable and stable utilization of existing agents

  • Increased reachability and reduced call overflow

  • Minimized waiting times for callers

  • Significantly reduced termination rates and achieved KPIs

  • Reduced number of repeat callers by offering callbacks or appointments

  • Shorter AHTs thanks to ideal preparation and self-service options

  • 24/7 reachability for a unique service experience

  • 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.


The intelligent and fully automated callback and appointment management software for maximum reachability and optimal workload management for your telephone service center.


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.


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.

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Schedule a personal demo

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Get inspired

Numerous success stories, interviews, videos, whitepapers, e-books, webinars as well as news and blog articles are waiting for you. Discover the many ways you can make your customer service and sales unique.

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Let us grow together. Are you an ACD software provider, workforce management provider, BPO, contact center service provider or a consultancy? Become a partner now!

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virtuaQ – ist die eine Datengeriebene und smarte KI die automatisierende Rückruf-Lösung für Unternehmen & Organisationen anbietet. Die Ihre Sales- oder Service- Verbindungen zu Ihren Kunden glättet. Dadurch können Sie relevante Business-Effekte erzielen:

Efficiency Booster

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Lead Engine

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Loyalty Driver

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Peak Helper

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Alle Lösungen


Peak Management

Curn Reduction

Cost Reduction


Dauerbelastung / zuviele Anrufe


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