Cross-channel peak management
Prepare your contact center for unexpectedly high call volumes and changing staff availability.
AI-based peak management from virtualQ
for efficient contact centers
Before
- High call volumes with long waiting times (in exceptional situations or intra-day peaks)
- Poor reachability
- Many lost calls during the peaks
- Redialing additionally increases the contact volume
- Overload of employees and long AHT
- Unsatisfied customers due to long waiting times
After
- Reliable service and reachability guaranteed even in exceptional situations
- Lower overall contact volumes due to fewer redials & channel hoppers
- Relieving the workload of employees
- Higher customer satisfaction through better service experience
The most common use cases for peak management
Our AI-based peak management optimises your service centre. virtualQ makes predictions based on data and adjusts the planned callbacks based on this. Peaks are smoothed out and callers are returned to the process at the next possible moment.
Optimal utilization
By implementing intelligent peak management via appointment and callback system, virtualQ optimizes your reachability and efficiency. It also improves the customer experience in your inbound customer service. This balances call peaks and simplifies intraday and workforce management.
Effective control of high call peaks
A sudden increase in call volume is handled transparently, quickly and efficiently with virtualQ. The implementation of intelligent call-back mechanisms ensures continuous reachability in extreme situations. This keeps your service center optimally prepared.
Manage continuous load
By implementing intelligent callback systems, a significant reduction in call times and redials in customer service is achieved. This leads to a noticeable relief of the employees and reduces the continuous workload in inbound customer service.
Successfully manage intra-day peaks
Optimum peak management is essential in order to meet increased customer expectations of services. With up-to-the-minute and timely callback offers, virtualQ increases your reachability and smoothes call peaks. Your resources are therefore optimally utilized and customer satisfaction is increased.
Reliable control in exceptional situations
Good peak management in e-commerce, retail and other industries is essential to be prepared for seasonal demand peaks, external influences and increased demands in logistics and fulfillment. It enables companies to take advantage of busy periods and reliably meet customer expectations. The intelligent peak management of virtualQ supports you in maintaining control in exceptional situations
Manage continuous workload with intelligent callbacks
virtualQ’s intelligent callback management makes it possible to deal with a permanently high workload in the contact center by reducing call times and repeated dialing and relieving employees. virtualQ’s solutions provide timely callbacks and appointments to improve reachability, and inform callers of self-service options via confirmation SMS and voice announcements. This leads to an overall reduction in contact volumes, a higher level of service and increased customer satisfaction.
Peak management across all channels
Thanks to virtualQ, your customers experience excellent reachability through intelligent callbacks, regardless of where the contact is being sought from. This leads to increased customer satisfaction and more efficient operation of your contact center.
Achieve ideal employee utilization, a transparent customer experience, and thus maximum availability and customer satisfaction.
Turn prospects into customers—
automatically and flexibly. Manage appointment bookings smarter than ever before.
Use AI process automation to create lean and efficient workflows across all channels.
AI-based callback solution
Achieve ideal employee utilization, a transparent customer experience, and thus maximum availability and customer satisfaction.
AI-powered call scheduling
Turn prospects into customers—
automatically and flexibly. Manage appointment bookings smarter than ever before.
Automated service processes
Use AI process automation to create lean and efficient workflows across all channels.
Your message to virtualQ
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