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FOR IMMEDIATE RELEASE
Utility Providers Use Virtual Hold Queue Management to Take Customers Off Hold
Akron, OH – October 23, 2003 – Aggravated by rising costs and poor customer service, utility customers are demanding better experiences from their service providers. Virtual Hold Technology (VHT), the leader in intelligent Queue Management Strategies, demonstrated how virtual queuing improves customer experiences and reduces contact center costs in a seminar on “Taking Relationships Off Hold: the Benefits of Virtual Queuing” at the 6th International Energy Marketing and Customer Service Conference & Expo (EMACS) in Orlando.
EMACS, hosted by industry analyst Chartwell, Inc., is a forum for utilities to discuss best practices in customer service. More than 250 representatives from over 100 utility providers such as Progress Energy and Florida Power & Light attended the four-day conference.
Dave Good, Director of Customer Support for Atmos Energy, shared findings from a case study on the impact of Virtual Hold at the Atmos call center. VHT’s virtual queuing solution has reduced toll costs by 93%, call handling times by 10%, and staffing requirements by 17 FTE. “We’re always looking for strategies that work for the benefit of our customers. To find a solution that also improves our operations is a win-win. Virtual Hold does what they say it does,” remarked Good.
“The utility market is a natural fit for Virtual Hold’s queue management solutions because it experiences both seasonal peaks for heating/cooling and unplanned peaks during outages and other weather-related instances. In these situations, matching staff to call volume is difficult if not impossible, so a callback solution is the most cost-effective way to provide a high level of service,” explained Eric Camulli, Director of Technology for VHT.
In addition to Atmos Energy, utilities currently using Virtual Hold solutions include Baltimore Gas & Electric, Pepco, Westar Energy and Kansas Gas Service.
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
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