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FOR IMMEDIATE RELEASE
Direct Line's UKI Partnerships’ Utilization of Virtual Hold Queue Management
Solutions Recognized for Improvement in Customer Service
UKI Partnerships’ Utilization of Virtual Hold Queue Management Solutions
Recognized for Improvement in Customer Service
Akron, OH – December 3, 2003 – UK-based UKI Partnerships was recognized for excellence in customer service at the annual Institute of Financial Services (IFS) Financial Innovations Awards. The business was a finalist in the “Best Customer Service Strategy” category for its use of Virtual Hold Technology’s (VHT) “Virtual Hold” queue management solution to improve the customer experience.
Introduced in UKI Partnerships' contact center in Doncaster, Virtual Hold Concierge enables customers to choose between waiting to speak to an adviser or receiving a return call in the same amount of time as if they waited on hold. Customers also have the option to schedule a callback for a time that best suits their needs.
A leading provider of general insurance and motoring assistance, UKI Partnerships provides motor, home, pet, travel and breakdown cover in partnership with leading businesses and large affinity organizations, including over 50 major household brands.
Commenting on the accolade, UKI Partnerships' commercial development manager John Eaton said, “We are delighted to be acknowledged as an innovator in the insurance industry. The introduction of Virtual Hold reinforces the extent to which we put customer needs at the center of our operation and the continued application of new and widely used technology undoubtedly will enable us to build on our standing as a major partnerships player in the insurance industry.”
Part of RBS Insurance, the insurance division of the Royal Bank of Scotland Group, UKI Partnerships worked alongside Ohio-based VHT, a leading provider of intelligent queue management applications, to implement the system as part of an initiative to improve customer service.
"We are proud to be a part of UKI Partnerships' strategy for providing positive experiences for its customers," said Michael Kirkman, Virtual Hold Technology CFO. "By using Virtual Hold, UKI Partnerships demonstrates its respect for the customers' valuable time."
Some 400 senior members of the financial services industry attended the prestigious event at London's Guildhall. The awards recognize achievements in adding value to business, improvements in customer service and working relationships with staff.
This is the second consecutive year that UKI Partnerships has been successful in the Institute of Financial Services awards. Last year the business came away with commendations from the judges for the successful implementation of a voice recognition-based travel insurance quote system and introducing a text messaging service offering updates to customers at the roadside.
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
About UKI Partnerships
UKI Partnerships is a leading provider of general insurance and motoring assistance partnership schemes developed in conjunction with leading businesses and affinity organizations. Partners include: Citroen, Vauxhall, Nissan, MG Rover, BMW (GB), Abbey, Barclays, Barclaycard, Co-operative Bank, HBOS, HSBC, National Australia Group, LloydsTSB, Caravan Club, SAGA, Tesco, Marks & Spencer, Egg, Zurich and Eagle Star. www.ukipartnerships.com.
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