MediaMarktSaturn, Europe’s leading consumer electronics retailer, improves Contact Center efficiency
MediaMarktSaturn, Europe’s leading consumer electronics retailer, increases their customer satisfaction and contact center efficiency with virtualQ’s virtual waiting and peak management. 48% of all waiting customers used the service, which in turn reduced staff idle times by around 1,000 hours a month.
ADAC, Europe’s largest automobile association, helps its members avoid over 283,600 minutes of waiting on hold with virtualQ
ADAC avoids over 283,600 minutes of hold time with software startup. The intelligent callback management system achieved not only a saving of over 283,600 minutes of hold time, but also more cost-effective planning capability for the department and a significant rise in customer satisfaction.
An Automatic Call Distribution (ACD) system is a combination of software, hardware (servers for on-premise systems, for example), and connections to external systems that directs incoming calls to relevant departments or individuals. Find out more about ACD systems, how to select one, and who the most common ACD providers are.