Use Case:
KPI optimization and savings for BPOs and service providers
Achieve your KPIs with confidence. Optimized call control and efficient peak management.
Smooth processes for BPOs and service providers
Challenges
- Complicated planning due to varying call volumes
- KPI target agreements with clients too high
- Service center employees difficult to find and retain
- Unscheduled calls more expensive
than scheduled calls
virtualQ
- Automated smoothing of varying call volumes
- Optimization of KPIs
- Calls able to be planned, capacities in the service center used ideally
- Alternation between overload and underload eliminated to the relief of agents
Benefit
- Improvement of staff and project utilization
- Achievement of target KPIs
- Efficiency increase >10%
- Avoidance of possible penalties for non-achievement of targets
- USP on the market
We started with some smaller projects, but have now also started using virtualQ on some of our larger accounts with over 1000 agents handling two million customer contacts. That’s because we’ve recognized that this is a very, very good solution.
Anton SchenkChief Digital Officer 
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