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FOR IMMEDIATE RELEASE
Utilities across the nation rely on Virtual Hold for queue management
Akron, OH – October 21, 2004 – Virtual Hold Technology® LLC (VHT), the leading provider of intelligent queue management solutions, today announced the addition of two utility providers, NW Natural (NYSE: NWN) and Dayton Power & Light (NYSE: DPL), to the growing list of companies using Virtual Hold Queue Management Solutions to improve customer satisfaction.
By using the patented Virtual Hold Queue Management Solution to provide its customers with an alternative to waiting on hold, both NW Natural and DP&L will reduce average speed of answer (ASA) and abandoned calls. These performance improvements will help the utilities achieve service level goals and meet regulatory standards without requiring them to hire and train additional agents.
VHT’s patented return call technology has been proven to increase customer satisfaction and reduce contact center costs in dozens of implementations throughout multiple industries. By eliminating the need for customers to wait on hold, Virtual Hold reduces the stress placed on both callers and customer service agents. As a result of improving the customer experience, Virtual Hold helps companies increase customer loyalty and retention.
As the peak winter heating season approaches, call demand to utilities will increase considerably. In addition, power outages from storms and other weather conditions can overwhelm call centers. Utilizing Virtual Hold to handle both the expected and unexpected spikes in call traffic will reduce the stress and frustration that customers and call center agents typically experience.
Dayton Power & Light, a subsidiary of DPL Inc., provides electric services to over 500,000 retail customers in West Central Ohio. Virtual Hold service has been available to DP&L customers since late September.
NW Natural, headquartered in Portland, Oregon, provides reliable, cost-effective natural gas service to more than 580,000 residential, commercial and industrial customers in western Oregon and southwestern Washington. NW Natural will begin offering the Virtual Hold callback option to customers in early November.
“DP&L and NW Natural offer continuing proof of the unique benefits Virtual Hold can provide to the utility industry,” said Mark Williams, president of VHT. “We’re proud to be able to improve their customers’ satisfaction while reducing contact center operating costs – all while helping these utilities meet the service level requirements mandated by their public utilities commissions.”
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 Cincinnati Bell
Cincinnati Bell is one of the nation’s most-respected and best-performing local exchange and wireless providers, with a legacy of unparalleled customer service excellence and financial strength. Cincinnati Bell provides a wide range of telecommunication products and services to residential and business customers in Ohio, Kentucky and Indiana. www.cincinnatibell.com
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