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FOR IMMEDIATE RELEASE
Time Warner Cable Western Ohio Division selects Virtual Hold for regional call center
Virtual Queuing™ Technology Eliminates Hold Time and Increases
Call Handling Efficiency While Increasing Customer Satisfaction
Akron, OH – July 12, 2004 – Virtual Hold Technology® LLC (VHT), the leading provider of intelligent queue management solutions, today announced that Time Warner Cable Western Ohio Division has selected VHT’s Virtual Hold Queue Management solution to improve its customers’ call center experiences.
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.
The Virtual Hold solution will enable Time Warner Cable Western Ohio Division 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 Time Warner Cable Western Ohio Division's existing architecture, resulting in increased call handling efficiency and improved operations.
“Our selection of Virtual Hold reinforces Time Warner Cable’s corporate message: ‘It’s time to get more out of life. It’s time for a cable company that understands how important your time is.’ Time Warner Cable is always looking to new technology like Virtual Hold to help us provide the best possible customer experience,” said Jerry DeGrazia, president, Time Warner Cable Western Ohio Division. “We pride ourselves on using the most technologically advanced solutions available to give our customers more choices. Using the Virtual Hold Queue Management solution is another way Time Warner Cable demonstrates its commitment to enhancing customer experiences.”
“Time Warner Cable Western Ohio Division has made a commitment to being a cable company that understands how important their customers’ time is. This thought process is the driving force behind our queue management solutions: allowing customers to get more from their time,” stated Mark Williams, president of VHT.
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 Time Warner Cable
Time Warner Cable's Western Ohio Division serves more than 420,000 customers in 28 counties.
Time Warner Cable owns and manages cable systems serving 10.9 million subscribers in 27 states, which include some of the most technologically advanced, best-clustered cable systems in the country with more than 75% of the Company's customers in systems of 300,000 subscribers or more. Utilizing a fully upgraded advanced cable network and a steadfast commitment to providing consumers with choice, value, and world-class customer service, Time Warner Cable is an industry leader in delivering advanced products and services such as video on demand, high definition television, high-speed data, wireless home networking, and digital video recorders. Time Warner Cable is a subsidiary of Time Warner Inc.
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