Use Case:
Improved workflows for higher employee loyalty
Promote employee retention through efficient customer service processes.
Strong employee loyalty through smoothed processes
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Challenges
- Employees are overworked during call peaks yet underworked during off-peak hours
- Manual contact control reduces capacities available for complex tasks
- Employee turnover rate is high
- Costs for recruiting and training new employees are onerous
virtualQ
- Peaks evened out by offering the intelligent callbacks and appointments from a defined waiting time onwards
- Automated contact control to 2nd/3rd level provided for booked callbacks
Benefit
- Evenly distributed call volume for an efficient utilization
- Increase in employee loyalty
- Reduction of manual contact control resulting in increased capacity
- More pleasant conversations due to elimination of waiting time, less stress for agents
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At our company, virtualQ was a source of immediate relief for all employees in the customer dialog team.
Christian HeuserQuality Management Officer 
