Virtual Phone Q

Virtual Phone Q gives your customers the option to let a bot hold their place in the phone queue and instead be called back at a predetermined time.
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Create space for your reception or support team

Virtual Phone Q gives your customers better phone service while relieving support or reception when the workload is high. By allowing the caller to leave their phone number, they don't have to sit in a phone queue until one of your agents is available. Your agents also get a quieter working environment as you minimize ringing phones in the background.
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Automatic or manual

Choose between manual or automatic callback. With automatic callback, the system will first call the agent and then the customer. If you choose manual handling instead, the agent must enter the system and call the customer via the interface. You can also choose to use a combination of the two if necessary.

Next available time

After the customer has given their phone number, a time is read out when the call is expected to take place. The time is based on the number of agents you have available and how many calls you have in the queue. If the specified time does not suit the customer, they can choose to postpone the callback. The customer will then be offered the next available time according to an interval you have chosen, for example five or ten minutes later. The customer can then continue to refuse times until the suggested time is suitable.
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Missed callback calls

Sometimes the customer misses their callback, even though a time has been specified. If the call is set to automatic, the system will try to call up to ten times in succession at a predetermined interval. If the callback still does not connect, it will be cancelled. However, if you have manual dialling via the web interface, the callback-request will never be removed automatically; this must be done by an agent.

Easy to use

Virtual Phone Q has a user-friendly and logical interface that can be found on a web page where agents can manage and comment on cases. They can also create their own cases and calls if needed. The agent receives a notification when a new callback is booked, it is also possible to receive notifications via email if desired.

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Integrated with CRM system

The service is integrated with the most common CRM systems (Upsales, Salesforce, Lime, Zendesk, Freshdesk and Hubspot) which allows you to get more information about an existing customer calling in. For those without an integrated CRM system, the service can also display information from Hitta.se. This allows an agent to select cases that best suit their skills.

 

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Staff scheduling

The service also supports staff scheduling. You can easily specify exactly what opening hours apply, how many agents will be available at what times and how long time intervals you want at different times of the day. For example, if you know that there is a lot of pressure in the mornings, you can assign more agents to handle the callback and set a longer interval between the selectable times that can be dialled.
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Satisfied customers

Without Virtual Phone Q, the customer can wait in a queue until you have an available agent, or hang up and try to call back later. Neither of these options provides your customers with a great experience. In a business environment where competition is rapidly increasing in almost every sector, it is important to stand out from the crowd. It is therefore becoming increasingly common for companies to invest more in their business telephony as a competitive advantage.

Virtual Phone Q is a virtual queuing system where the customer's position in the queue is held by a bot. This frees up your customers to do other things while they wait to be connected to your business, resulting in more satisfied customers.

45 minutes of generic jazz music is rarely good for the customer experience.

Let your customers do other things while they wait to contact your company. This takes the pressure off your support team and increases customer satisfaction.
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Increased staff wellbeing

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Effective customer management

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Satisfied customers

FAQ - Virtual Phone Q

With manual dialling, agents can choose whether to try calling back later or to delete the request. With automatic dialling, the system can be set to make up to ten re-dials at a certain interval. After that, the request is automatically deleted by the system.

The call time is calculated based on three factors: how many agents you have active in the system, the average time for a call and how many calls are in the queue.

Yes, Virtual Phone Q can be integrated with our Web Callback service if you wish to have an additional access to the queuing system beyond the phone. Read more about our Web Callback service here:

https://www.dstny.se/foretagstelefoni/kringtjanster/web-callback/

The service is integrated with several popular CRM systems. This means that the service can perform a search on the customer to give the agent as much information as possible before the call. In this way, the agent can select cases by area of their expertise.

Yes, we can help you activate Virtual Phone Q in multiple languages as long as we have a recorded voice for the instruction message.

Get in touch with us

Our competent sales representatives will be happy to contact you and help you with your specific needs, or you may call us at 010-410 51 30 to speak to an advisor directly.

Click here to go to support instead.

 

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