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FOR IMMEDIATE RELEASE
New Independent Study about Virtual Hold’s Virtual Queuing Solutions
Akron, OH – June 13, 2006 – Virtual Hold Technology®, LLC (VHT), the leading provider of virtual queuing solutions, announced a new study conducted by Forrester Consulting: ‘The Total Economic ImpactTM of Virtual Hold’s Virtual Queuing Solutions’.
In January 2006, Virtual Hold Technology commissioned Forrester Consulting to examine the potential return on investment (ROI) companies can realize by deploying its virtual queuing solutions for managing contact center calls. The study focused on the potential cost, revenue, and service level benefits that result from using Virtual Hold to improve the handling of inbound calls during peak traffic periods.
In conducting in-depth interviews with four Virtual Hold clients, Forrester found that these companies were able to improve the level of service provided by their contact centers while avoiding the hiring of additional customer service representatives (CSRs) and reducing toll charges incurred. Use of the solution also resulted in reductions in the number of abandoned calls and improvements in employee satisfaction. All of the companies interviewed were very pleased with the return on their investment in Virtual Hold Technology solutions and plan to expand its use within their organizations.
Virtual Hold’s virtual queuing technology enables these benefits by providing contact centers with the means to offer their callers the option of being called back when estimated hold times exceed a predefined threshold that the customer deems to be an unacceptable level of service. Many callers value being given this option, as it allows them to better use their time. By automatically reinserting the called-back callers into the inbound call queue, Virtual Hold’s approach allows contact centers to offer the improved level of service without changing any of the processes and tools used by the CSRs, therefore avoiding the additional charges that can result.
To read the entire study, go to www.virtualhold.com.
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
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