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FOR IMMEDIATE RELEASE
T-Mobile Selects Virtual Hold Queue Management to Improve Contact Center Operations
Virtual Queuing™ Technology Eliminates Hold Time and Increases Call Handling
Efficiency While Increasing Customer Satisfaction
Akron, OH – April 22, 2004 – Virtual Hold Technology® LLC (VHT), the leading provider of intelligent queue management solutions, today announced that T-Mobile USA Inc. (TMobile), one of the fastest-growing nationwide wireless carriers, has selected VHT’s Virtual Queuing technology for use in its 11 contact centers to improve operations and increase customer satisfaction.
T-Mobile provides voice, messaging and high-speed wireless data services to more than 8.9 million customers. T-Mobile expects a steady increase in call volume due to its rapidlygrowing customer base. Its contact centers also experience seasonal surges in call volume in response to special promotions.
The Virtual Hold solution enables T-Mobile to handle more calls at a higher level of service with reduced staffing requirements. By eliminating the need for customers to wait on hold, Virtual Hold reduces the stress placed on customer service agents. Virtual Hold will seamlessly integrate into T-Mobile’s existing enterprise architecture, resulting in increased
call handling efficiency and improved operations.
Virtual Hold informs callers of their estimated wait time and allows them to select a callback in the same amount of time as if they waited on hold. The caller may also schedule a return call at a time and location that is more convenient for them. This patented return call technology has been proven in dozens of implementations throughout multiple industries to
increase customer satisfaction and reduce contact center costs.
“Our selection of Virtual Hold reinforces T-Mobile’s commitment to our ‘Get More’ promise – both for our customers and our business,” said Peggy Hammergren, Director of Customer Delivery for T-Mobile. “Giving our customers choices for managing their time is another way T-Mobile is enhancing the level of service we offer. In addition to the customer
satisfaction benefit, Virtual Hold allows our contact centers to maximize resource utilization and improve efficiency.”
“VHT is very pleased to have been chosen by T-Mobile,” stated Mark Williams, president and founder of VHT. “Their commitment to helping customers ‘Get More’ from life fits perfectly with the motivation behind our queue management solutions: allowing customers to get more from their time. T-Mobile is the most recent addition to a long list of major companies who are enjoying the benefits Virtual Hold provides to their business and their customers.”
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 T-Mobile USA Inc.
Based in Bellevue, Wash., T-Mobile USA Inc. is a member of the T-Mobile International group, the mobile telecommunications subsidiary of Deutsche Telekom AG (NYSE: DT). TMobile operates the largest GSM/GPRS 1900 voice and data network in the country, reaching over 251 million people including roaming and other agreements. In addition, TMobile operates the largest carrier owned Wi-Fi (802.11b) wireless broadband network in the country, available in more than 4,200 public access locations including Starbucks coffeehouses, Borders Books and Music, Kinko's, airports and select American Airlines Admirals Clubs, Delta Air Lines Crown Rooms, United Airlines Red Carpet Clubs and US Airways Clubs. T-Mobile is committed to providing the best value in wireless service through its Get More? promise to provide customers with more minutes, more features and more service. For more information, visit the company Web site at www.t-mobile.com.
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