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FOR IMMEDIATE RELEASE
Genesys and Virtual Hold Technology to Jointly Market and Deliver Virtual Queuing Solution Globally
Akron, OH – September 27, 2005 – Virtual Hold Technology® LLC (VHT), the leading provider of virtual queuing solutions, is helping improve customer satisfaction for NW Natural, the largest independent gas utility in the Pacific Northwest.
In just one month of operation, over 60,000 callers experienced Virtual Hold and 51% of these customers selected a callback, resulting in a significant reduction of hold time.
Barry Stewart, Manager of Customer Contact for NW Natural, stated, “Offering Virtual Hold to our callers is another way we demonstrate our concern for our customers. Whether a customer chooses a callback or makes an informed decision to wait on hold, they’re happier about their experience with our customer care center, and that’s what’s important to us.”
Utility call centers are challenged with meeting service level goals despite varying levels of incoming call volume, which can be affected by billing cycles, seasonal heating & cooling patterns, and unplanned service interruptions. Using Virtual Hold allows NW Natural to provide a high level of customer service regardless of call volume – a bonus for this utility
with a rapidly-growing customer base.
When customer service agents are not immediately available, Virtual Hold announces the estimated wait time and gives callers the option of receiving a callback in the same amount of time as they would wait on hold. Customers selecting a callback are asked to enter their phone number and speak their name; then they can hang up the phone while Virtual Hold
keeps their place in line. When it’s the customer’s turn to speak with an agent, Virtual Hold calls him back and connects him with an available agent.
Customers appreciate having options for managing their time and the call center enjoys the benefits of increased customer satisfaction and improved operational efficiency.
“Virtual Hold is a natural fit for NW Natural,” said Mark Williams, president of VHT. “We’ve had great success with other utility companies using our virtual queuing because Virtual Hold can fill in the gaps in service caused by changes in call volume. We help call centers reduce wait time and abandons without having to increase staff, improving life for both the
customers and the company.”
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 NW Natural
NW Natural is headquartered in Portland, Oregon and serves over 600,000 residential and business customers in Oregon and southwest Washington. It is the largest independent natural gas utility in the Pacific Northwest. With customer growth in excess of 3 percent for 18 consecutive years, it is one of the fastest-growing local distribution companies in the
nation. The Company has over $1.7 billion in total assets, which includes nearly 14 bcf of underground gas storage capacity at Mist, Oregon, within its service territory.
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