Success Story –
Copart
A 20% higher reachability plus enthusiastic cooperation partners due to practical callback function as a competitive advantage
Successfully convert inbound inquiries
to new customers through increased reachability
Due to the flooding in the Ahr valley, Copart, the online auction platform for used and accident vehicles, received an extremely high increase in inbound inquiries. These call peaks could be efficiently covered with virtualQ in a short time, which significantly improved reachability and satisfied customers.
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Satisfied customers and noticeably better accessibility set us apart from the competition. That is what our partners feel and they also give us this feedback back without being asked.
The increased accessibility of 20% has convinced us. Also the cooperation partners find the possibility to set a callback request with precise time extremely positive
Challenges
- Due to a sudden emergency situation, an unforeseeably high increase in inbound calls hit Copart Germany’s service center.
- The previous telephony system, including the queue, could not control call peaks.
- Due to the waiting queue, Copart’s accessibility was not ideal.
- Inbound consultation calls were not always goal-oriented due to the long waiting time of callers.
- Das Outbound-getriebene Geschäft litt unter dem hohen Ansturm an Inbound-Anfragen.
Goal
- Call peaks should quickly be brought under control.
- In addition, reachability should also be increased in normal day-to-day business with unchanged capacities.
- The service experience for consultation requests was to be improved.
- The implementation of a tool should be completed quickly and professionally.
- Inbound calls and outbound business should be simultaneously manageable.
Result
- 20% higher availability in the service center through virtualQ.
- Inbound and outbound calls are handled confidently by the same team.
- Reliable & punctual callbacks offer a convincing unique selling proposition in competition.
- Cooperation partners are enthusiastic about the callback option and gladly accept the service.
Inbound calls, Outbound Team
The outbound-driven business took on a new focus with the sudden call peaks. To conserve resources, the outbound team should also handle the inbound calls in order to make the best use of the expertise available in the team. Intelligent callbacks enable Copart Germany to reliably represent both. Inbound calls are usually requests for advice.
Uncomplicated solution with smart callbacks
In his search for a suitable solution, Axel Hager, Head of Customer Care at Copart Germany, came across virtualQ’s
“Peak Management through Intelligent Recalls”. The ability to offer callbacks at the desired time with simultaneous peak smoothing was convincing.
Callbacks without waiting on hold through AI
Using an individualized web widget from virtualQ on the Copart website, interested parties can book a callback at their preferred time. Available appointments are set away from peak hours, which are determined by intelligent algorithm. To do this, the AI incorporates historical data, current staff capacities, and the current call volume. As soon as the booked time is reached, virtualQ sends a callback to both the agents of Copart, as well as to the corresponding interested party. Agents are significantly less overloaded during peak hours, while prospects no longer have to wait on hold.
