Use Case: Peak management for utilization optimization
Bring your service center to optimal utilization with maximum reachability.
Even out call peaks, perfect your workforce management
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Challenges
- Agents regularly overwhelmed with call peaks
- Inappropriate workforce planning due to daily changing events
- Unsatisfactory reachability and long waiting times for callers, as well as lost calls during peaks
- Redialing during call peaks leading to exponential increases in contact volume
virtualQ
- Intra-day peaks are smoothed by AI-based, to-the-minute and timely callback offer
- Targeted peak management allows better utilization of existing resources
- Intelligent telephone steering is enabled
Benefit
- Reachability even with changing contact volume
- Optimized agent utilization
- Increased customer satisfaction
- Efficiency increase of 10-20%
- Reduction of call abandonment rate by 50-70%
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After just six weeks, we can see that was worth it! Our reachability has already improved significantly.
Andreas FranzManagement 
