Use Case:
24/7 reachability despite closed service center
Enable constant reachability in the contact center even outside business hours and with unchanging staff.
Reachable round the clock without additional outlay
Challenges
- There is no reliable way to contact the company on Sundays & holidays
- Customers feel unsupported outside of opening hours
- Potential revenue is escaping due to lost calls
- Service providers for off-peak hours are often expensive and cannot resolve customer concerns
- Lack of availability leads to uncontrolled peaks after the weekend
virtualQ
- With intelligent callbacks, customers are offered a reliable callback appointment during opening hours
- The callback time and date can be freely selected by the caller
- The customer‘s request is recorded and made available to the agents
Benefit
- Feeling of transparent and customer-friendly contact away from opening hours
- Less customer churn due to reliable recording of the query
- No need for expensive external service provider outside of opening hours
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It is a way to expand the opening hours without haivng to find more staff.
Enrico OswaldHead of Customer Service 
