How Q-Park raised service levels 33% and cut cost per call in half.
One of Europe's largest parking operators deployed Stellar's voice AI agents to handle routine requests — boosting overall service levels by 33%, cutting cost per resolved call by 47%, and reducing customer wait times.
At a glance
Q-Park, one of Europe's largest parking operators, deployed Stellar's voice AI agents to assist customers with routine requests, while forwarding non-routine requests to Q-Park's customer support team:
- Overall service levels increased by 33% — from 66% to 88% — meaning far more customers now receive timely, effective support
- Cost per resolved call dropped 47%, from €4.87 to €2.58, as Stellar's AI agent now handles 37% of all inbound calls fully autonomously
- Average customer wait time decreased from 3:45 to 3:15 minutes, and the team "finally has room to breathe" — able to focus on cases where human expertise makes the biggest difference
About Q-Park
Q-Park is one of Europe's largest parking operators, managing thousands of parking facilities across the Netherlands, Germany, Belgium, France, Denmark, the UK, and Ireland. With millions of customers relying on their services daily, providing accessible and timely customer support is essential to the Q-Park experience.
As customer volumes grew, Q-Park's support team faced an increasing challenge: too many routine calls were consuming time that could be better spent on complex cases requiring human judgment.
The challenge
Q-Park's customer service team was handling a growing volume of inbound calls, many of which followed predictable patterns: questions about parking rates, facility locations, subscription management, and payment issues.
These routine requests were consuming the majority of the team's capacity, leaving less time and focus for the complex situations where human support makes the biggest difference. Pickup rates were suffering, meaning more customers were waiting longer or not getting through at all.
Q-Park needed a solution that could handle routine inquiries autonomously while ensuring non-routine cases were smoothly forwarded to their human team with the right context.
The solution
Q-Park deployed Stellar's voice AI agents on their inbound customer support line. The agents were designed to handle routine requests end-to-end, from answering frequently asked questions to processing standard service requests, while intelligently identifying calls that needed human attention and forwarding them with full context.
The deployment was fast: within weeks, Stellar's voice agents were live and handling a significant share of Q-Park's inbound call volume. The natural conversational quality meant customers experienced a smooth interaction, whether their call was resolved by the AI agent or handed over to a human team member.
The results
The impact was immediate and measurable. Stellar's voice agents now autonomously resolve 37% of all incoming support calls — handling routine requests end-to-end without any human intervention. This freed up Q-Park's support team to focus on the remaining calls that truly benefit from human expertise.
The most significant outcome: overall service levels jumped 33%, from 66% to 88%, while average customer wait times dropped from 3:45 to 3:15 minutes. More customers are getting help faster, and the customers who do reach the human team experience shorter queues and more focused attention.
The financial impact is equally compelling. Cost per resolved call dropped 47% — from €4.87 to €2.58 — as the AI agent absorbs routine volume at a fraction of the cost. For Q-Park's team, the change was transformative: with routine calls handled by Stellar, the team "finally has room to breathe."
