 |
|
FOR IMMEDIATE RELEASE
Pepco Takes Customers Off Hold with Virtual Hold Queue Management Solution
Akron, OH – July 30, 2003 – Virtual Hold Technology® (VHT), the leader in intelligent Queue Management Strategies, today announced that Pepco, an electricity delivery company serving over 700,000 customers in the District of Columbia and its Maryland suburbs, has chosen VHT’s Virtual Queuing™ technology to improve its customers’ call experience and reduce contact center costs.
Virtual Hold allows Pepco’s customers to request a return call for service and then hang up the phone without losing their place in line, eliminating the hold times that cause customer frustration and increased contact center expense. By offering an alternative to waiting on hold, Pepco provides a better customer experience and improves contact center operations during times of high demand.
“We’re working to improve the customer experience and our call center performance through reduced hold times, fewer abandoned calls and improved employee performance,” said Michael J. Sullivan, Pepco Vice President of Customer Care.” The Virtual Hold solution will help Pepco achieve these goals and realize significant cost savings from reduced toll and labor expense.
Eric Camulli, Director of Technology for VHT, stated, “We’re very happy to partner with Pepco to create better experiences for their customers. Everyone benefits from the Virtual Hold solution: the customer who no longer waits on hold, the agent who doesn’t have to deal with an irate customer, and the contact center which realizes significant cost savings while improving service levels and increasing customer satisfaction.”
Increased customer satisfaction and service levels can help utility companies avoid costly fines. An independent case study for one utility company using Virtual Hold found that offering a return call to customers resulted in fewer complaints to the state public utilities commission, leading several state commissions to encourage their utilities to implement a similar solution. Camulli noted, “The fact that these commissions recognize the benefits that Virtual Hold provides for customers is just further proof of the importance of queue management for enhancing the customer experience.”
About Virtual Hold Technology
Virtual Hold Technology (VHT) is the leading developer of virtual queuing solutions for Fortune 1000 clients. Since its inception in 1995, VHT's patented, award-winning virtual queuing technology has provided return call solutions focused on enhancing the customer experience for financial services, energy/utility, insurance, telecommunications, cable, wireless, and retail corporations such as IBM, Bank of America, T-Mobile, Aflac, AT&T, Banco Popular, Verizon, Pacific Gas and Electric Company, Time Warner Cable, and AVON. To learn how Virtual Hold virtual queuing solutions can help increase customer satisfaction and reduce contact center costs, visit www.virtualhold.com or call 877-886-8187.
To experience a demonstration of a Virtual Hold call, dial 1-888-412-2214 (or 330-670-2214).
Contact Info: Adrienna M. Frazer
# # #