Use Case:
Manage continuous workload with intelligent callbacks
Reduce call times and redialling while easing the workload of staff.
Reduce continuous workload in inbound customer service
Challenges
- High call volumes lead to long waiting times
- Numerous redials and channel hoppers lead to additional, exponential leaps in contact volume
- Service center employees overloaded and customers annoyed by waiting times
- Excessively long AHTs
virtualQ
- In case of insufficient reachability or as an option, prompt callbacks & appointments scheduled to the minute are offered
- Callbacks are automated by AI
- Callers receive self-help information in confirmation text messages and voice prompts
- Waiting times are eliminated through callbacks
Benefit
- Lower overall contact volumes due to fewer redials & channel hoppers
- Shorter AHT due to better prepared callers
- Higher service level
- Higher customer satisfaction through better service experience
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virtualQ has helped us absorb day and intra-day peaks without additional resources and create a state-of-the-art customer experience
Simone KrügerManager Business Organisation & Customer Journey 
