Search
Close this search box.

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

Callback and appointment solutions for every channel.

perfect solution for your industrie.

About us – Partner, our team & open vacancies.

Insights – industry knowledge, success stories, press reviews & more.

Blog

virtualQ offers a solution to the problem of long waiting times in call centers. Callers are informed as to when they can call without waiting. With our solution, queues are a thing of the past.

Are waiting queues still in line with the times? – How virtualQ solves an age-old problem


SQUT – The industry magazine for call centers interviewed the founding team of virtualQ about their inception story, product solution and assessment of service excellence for call centers in German-speaking countries. Read a summary of the conversation and learn how personal anger over a hopeless hold helped solve an age-old industry problem.

Because 40 minutes on hold is just too long


virtualQ’s founders never get tired of narrating the beginning of their corporate history. Annoying experiences with holding lines have often been discussed among friends and acquaintances. But when Ulf Kühnapfel spent 40 minutes on hold with his Internet provider, only to be disconnected from the system, anger turned into irrepressible motivation to prevent such service experiences for others in the future. virtualQ’s idea concept – intelligent queue management– was born.

Success factor: the end customer’s perspective


The problem of overwhelmed call centers, long waiting times and dissatisfied customers is not new. In most cases, the optimization of large service organizations is not neglected either, but represents a complex undertaking that is managed by a system of key performance indicators. Companies can tweak a number of things: Personnel costs, training, digital knowledge management, introduction and expansion of self-services,… But the impact of the investments and implemented measures on the targets for better service usually only becomes apparent in the medium term. In the meantime, however, other challenges arise that compromise the service level once again. Either way, ensuring excellent service is a demanding management task with strict cost targets. As a result, all call center projects are driven from an internal perspective that leaves little room for innovative approaches to solutions.

virtualQ’s founders didn’t have cost and performance optimization in mind when they tried to solve the queuing problem digitally. Therefore, the developed product is as simple as it is efficient. Callers can be notified via SMS, Whatsapp or push notification within the app as to when they can contact the service center without any further waiting time. If they call during the specified time slot, their call will be given priority by the agents.

No more waiting!


The introduction of virtualQ means a significant drop in waiting times within the call center. The call volume is not reduced in the process, but rather distributed more evenly. Among other things, this also reduces the workload and improves the operational planning of the agents.


virtualQ proves once again that especially complex problems ultimately have simple solutions. Annoying waiting queues are a thing of the past with virtualQ.

READ THE ORIGINAL INTERVIEW
(published in SQUT 03/2015)

Our further platforms

Newsletter

SUBSCRIBE TO THE NEWSLETTER

Discover the latest trends and exciting news about virtualQ and the customer service industry in our newsletter. Stay up-to-date and don’t miss any important news!

Discover who we are, what drives us and how we are revolutionizing the industry. Meet the team responsible for our success and learn about our passion for innovation.

Vimeo

Mit dem Laden des Videos akzeptieren Sie die Datenschutzerklärung von Vimeo.
Mehr erfahren

Video laden

Whitepaper

Find out how you can use callbacks to implement further automation and new technologies in your customer service.

Success Cases

Exciting success cases of our customers

Check out many interesting success stories of our customers and how virtualQ has been applied in customer service to support them.

Other interesting articles

VirtualQ's AI algorithms have impressed many Leaders and managers so far. But what is the secret ? What makes the
Generation Z prefers digital communication and fast solutions. virtualQ.io's callback solution meets their needs with seamless digital customer service and
Christmas business in eCommerce: 6 last-minute tips for your online shop
Chatbots in customer service can lead to customer frustration if they pretend to be human employees. virtualQ solves this problem
A 20% higher reachability plus enthusiastic cooperation partners due to practical callback function as a competitive advantage

Your message to virtualQ

How can we help?

We offer you direct contact to virtualQ. You can find direct contacts for your request here.

Schedule a personal demo

A demo says more than 1,000 words. Schedule an appointment with us directly with just a few clicks. We will personally show you the power of virtualQ AI algorithms and your possibilities.

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.

Become a partner

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!

Search
Close this search box.
Search
Close this search box.

Do you have questions? I can help you.

Your contact to recruiting


Lisa

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

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Lead Engine

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Loyalty Driver

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Peak Helper

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Alle Lösungen

Anwendungsfälle

Peak Management

Curn Reduction

Cost Reduction

Effizienzsteigerung

Dauerbelastung / zuviele Anrufe

Mitarbeiterzufriedenheitssteigerung

Zur Übersicht