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FOR IMMEDIATE RELEASE
Countrywide Bank Using Virtual Hold To Enhance Customer Service
Akron, OH –October 16, 2007 – Virtual Hold Technology®, LLC (VHT), the leading provider of virtual queuing solutions, announced that Countrywide Bank, FSB, is using Virtual Hold to enhance the experience of its customers.
With this new technology, Countrywide Bank customers are no longer required to wait on hold. Virtual Hold allows them to hang up and go about their busy lives. Virtual Hold saves their place in the telephone queue and calls them back when it’s their turn to speak to a representative.
“One thing we’ve learned by working with the financial industry is that customer service really differentiates one institution from another,” said VHT President Mark Williams. “By adding Virtual Hold, Countrywide Bank sets itself apart and shows that it truly values the customer experience.”
Countrywide Bank Managing Director and Chief Retail Officer Pierre P. Habis appreciates the customer service aspects of the solution: “Implementing Virtual Hold shows our customers that we respect their time.”
Virtual Hold also provides relief to contact centers during peak call volumes. Countrywide Bank recently experienced its largest call volume in history. According to Habis, “Virtual Hold helped mediate what normally would have been a very tough time for our contact center, agents and customers. It allowed us to handle record call volumes, maximized the efficiency of our agents, and offered our customers a choice for handling their hold time.”
When asked about his overall impression of the solution, Habis stated, “We are very pleased with Virtual Hold. We have received positive responses from our customers: They appreciate the convenience and the ease of doing business with Countrywide Bank. And we’ve found that Virtual Hold is one of the easiest and most efficient ways to have a positive impact on our customer’s perception of our 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
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