FOR IMMEDIATE RELEASE

ICMI Survey Suggests Virtual Queuing for Contact Centers
Technology can ‘dramatically enhance customer and employee satisfaction’

Akron, OH – February 20, 2007 – Contact centers should try a virtual queuing tool, according to the recent “Call Center Management Review: 2006 Contact Center Customer-Facing Technologies Survey Report.” When well-implemented, virtual queuing solutions, such as those offered by Virtual Hold Technology, can decrease operational expenses as well as increase customer loyalty and employee job satisfaction.

Virtual queuing allows customers who are presented with hold time to choose a callback instead of waiting on the line. The virtual queuing system inserts a virtual place holder into the queue and saves the caller’s place, allowing the caller to hang up and go about his or her life. When the virtual placeholder approaches the front of the queue, the automated system calls the customer back and then transfers him or her to the next available agent.

ICMI performed this survey to highlight best practices regarding customer-facing technologies. According to the report, “More centers may also want to test a virtual queuing tool to see if it is right for their company and customers. When well implemented – and when accepted by callers – such systems can have a hefty impact on operational costs (due to vast decreases in actual hold times). These apps can also dramatically enhance customer and employee satisfaction. Since callers are given a choice to either hold or wait for a prompt callback, they are less likely to be frustrated when they do reach an agent, thus less likely to open the call by venting to that agent.”

For more information about this report, visit: http://www.incoming.com/WebModules/Products/PubDetail.aspx?ProductId=575.

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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