FAQ's - virtualQ has the answers

The combination of voice bots and an intelligent callback service makes customer service more efficient and customer-friendly. Voice bots process simple inquiries quickly, while more complex requests are forwarded in a targeted manner and, if necessary, scheduled as a callback. A call-back service ensures that customers who leave the voice bot do not get stuck in the process. In this way, waiting times are used sensibly, concerns are resolved in self-service and a convenient call-back solution is offered for complex questions.

Yes, our software works with any telephone system and ACD (Automatic Call Distribution). It can be easily integrated into existing systems, regardless of which manufacturer or model is used. No special IT connection is required, so you can integrate the software quickly and easily into your infrastructure.

Yes, our intelligent callback service also helps with permanently high call volumes. It distributes calls better, prioritizes them in a targeted manner, uses alternative communication channels and prevents redials. This keeps the service team efficient and the customer experience positive, even in constant peak situations.
→ Find out more about the use of virtualQ in peak management

Using virtualQ’s callback service does not create any additional work for call center agents. On the contrary: virtualQ’s callback service relieves the agents by organizing queues and scheduling callbacks so that calls are only received when the agents are available. In addition, virtualQ checks in advance whether the customer is available.

The callback service can be set so that another callback attempt is automatically started if a call is missed. This takes place at set intervals, e.g. after 10 or 15 minutes, to ensure that the customer is contacted again promptly.

The virtualQ callback service shortens waiting times, ensures better call quality and gives customers more flexibility and control – factors that significantly increase customer satisfaction and NPS. The punctual adherence to the callback time delights customers, as they often do not expect it and are pleasantly surprised.

Traditional recalls are often organized manually and carried out independently of real-time analysis. Intelligent recalls, on the other hand, use advanced technology and automation to recall customers at the optimal time. They are fully automated without the need for employee intervention.

Intelligent callbacks reduce waiting times, prioritize requests in a targeted manner and relieve agents, as they only receive calls when they are available. Customers arrive prepared for the agreed callback, e.g. with their customer number, as they receive the relevant information in advance. This minimizes repeat calls, increases customer satisfaction and makes customer service more efficient and cost effective.

The intelligent callback service can be used effectively both in customer service and in the agent business. In both areas, the callback service leads to improved communication, more efficient work processes and greater satisfaction – for both end customers and brokers.

An intelligent callback service reduces call volumes by minimizing repeat calls, avoiding queues, distributing requests better and supporting customers more flexibly through multi-channel options. This means that fewer calls are needed, making the overall system more efficient and increasing customer satisfaction at the same time.