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FOR IMMEDIATE RELEASE
Virtual Hold to Reduce Hold Time at CalPERS
Akron, OH –August 1, 2007 – Virtual Hold Technology®, LLC (VHT), the leading developer of virtual queuing solutions, today announced that California Public Employee Retirement Services (CalPERS) is adding Virtual Hold to its contact center in Sacramento, CA.
Providing retirement and health benefits to approximately 1.5 million public employees, retirees, and their families, CalPERS receives a large number of calls relating to these benefits. Like most contact centers, CalPERS experiences unforeseen peaks in call volume where the number of incoming calls exceeds the number of contact center staff. In order to improve the customer experience during these peaks, CalPERS is implementing Virtual Hold, a virtual queuing solution from VHT.
If the Virtual Hold software estimates that the wait time will be more than a couple of minutes, Virtual Hold gives callers the option to hang up, while it maintains their places in line. When it is nearly their turn to speak to an agent, Virtual Hold calls the customers back and gets them ready for the next available agent.
According to Mark Williams, President of Virtual Hold Technology, “Customers love the Virtual Hold option because they are free to do things while they wait other than being tied to a phone. Contact center agents appreciate Virtual Hold because they don’t have to deal with customers who are frustrated from being placed on hold. Contact center managers are pleased about this technology because Virtual Hold reduces the number of abandoned calls, increases agent efficiency, reduces agent talk time, and improves customer service levels.”
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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