Use Case:
Sustainable cost reduction and efficiency gains
Save valuable budget through efficient staff deployment and reduced customer churn.
Valuable savings with AI-based automations
Previous
Next
Challenges
- Employees are not optimally utilized throughout the day, e.g. overworked during peak times and underworked at quieter times.
- High costs in cases of call overflow to external service providers
- Persistent employee turnover including high replacement costs
- High cost per contact due to suboptimal internal contact control and routings
virtualQ
- Peak call times are eased by means of intelligent callbacks
- Callbacks are swiftly distributed to existing staff based on capacity
- Automated contact control is introduced between 1st / 2nd / 3rd level
Benefit
- Optimal, reliable planning and consistent employee capacity utilization
- Cost reduction to the order of 10-20%
- Call overflow to external service providers reduced
- KPIs such as reachability improved
- Manual work and cost per contact reduced
- Fluctuation rate minimized
Download all virtualQ use cases now!
Thanks to virtualQ, we were able to reduce a large number of forwarded calls to our external service provider, allowing us to save further costs here.
Grit HoeckhHead of Customer Service 
