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  2. Appointment Management

Appointment Management

Empower your customers to book their own appointments while saving time and operating costs for your contact centers

TRUSTED BY THE FOLLOWING COMPANIES

INCREASE YOUR CONTACT CENTER’S WORKFORCE EFFICIENCY

virtualQ’s appointment scheduling system allows you to manage appointments, helping you to reduce inbound call volume by allowing your customers to select an alternative time that works for both their schedule, and for your contact center’s schedule. Use our system to customize your appointment settings, e.g., ensure that your high-value calls are matched with specialized agents.

Skipping the Queue means happier customers and more efficient call centers

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    Decreased Average Handling Time (AHT)

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    Increased workforce efficiency

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    Decreased call center costs

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    Increased customer satisfaction

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    Increased service level

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    Decreased abandoned calls

INTELLIGENT APPOINTMENT SCHEDULING

Opt into our intelligent appointment scheduling feature to automatically open up available appointment times according to your contact center’s inbound call-volume rate to ensure that your contact center receives a steady influx of calls, giving your agents a consistent amount of work to increase their utilization rate.

CUSTOMIZABLE CALL-FLOW OPTIONS

virtualQ offers additional customizable options, so that you can decide how we connect your callers to your agents:

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AGENT-DIRECT

We directly connect a specific agent to your caller to maximize customer experience & support. 

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AGENT-FIRST

We directly connect an agent to your caller to maximize customer experience.

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CALLER-FIRST

We connect to callers first and then connect them to the next available agent to maximize agent efficiency.

SCHEDULE APPOINTMENTS OVER MULTIPLE CHANNELS

PHONE CALL APPOINTMENT

Decrease inbound call volumes by giving your customers a selection of available appointment time slots while they’re on your customer support phone line via IVR

ONLINE APPOINTMENT: BASIC

Increase your contact center’s accessibility by offering appointment scheduling at the most frequent online touchpoint: your website! Offer intuitive, easy-to-use online scheduling to your customers to increase customer satisfaction and loyalty.

ONLINE APPOINTMENT: PREMIUM

Maximize customer support experience by using online appointment scheduling to pre-qualify your callers and collect information to pass onto your agent for the scheduled appointment time. By channeling your callers to the relevant agent, and by equipping your agents with caller information, your agent is empowered to give your caller a personalized service according to his or her needs. Impress your customers with a first-class customer support experience, while giving your world-class customer service agents the tools to shine even more!

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MAXIMIZE THE EFFICIENCY OF YOUR CONTACT CENTER WITH THE FOLLOWING ADDITIONAL OPTIONS

Slide Increase satisfaction by letting customers skip waiting on hold. When it's their turn, they'll be called back and connected to an agent Virtual Waiting
Service
Learn more

Slide Create an omni-channel experience for your customers by meeting them where they are, whether that’s via phone, your app, or on your website Omni-Channel
Experience
Learn more

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