Use case:
Peak management to
optimize utilization
Get your service center operating at optimum capacity with maximum reachability.
Even out call peaks, perfect your workforce management
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%
Use our AI-based callback and appointment management for your individual situation.
Download all virtualQ use cases now!
After just six weeks, we can see that was worth it! Our reachability has already improved significantly.
Andreas FranzManagement 
