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CONTACT CENTER BENEFITS
Virtual Hold is a virtual queuing software solution for medium to large call centers.
We can greatly improve your customer satisfaction levels by empowering your customers with options during peak periods when they would normally experience hold time.
Your customers are not the only benefactors of Virtual Hold.
Virtual Hold will also provide significant improvements to your contact center operations by increasing your Service Levels through ASA, Talk Time and Abandon reductions. These benefits drive a very short return on investment, which is typically under six months. Some of the operational benefits you could expect to see from Virtual Hold are as follows:
| Service Level Improvement: | 20% |
| Talk Time Reduction (during peak periods): | 15 seconds/call |
| Labor Efficiency: | 10% |
| Abandon Reduction: | 50% |
| Trunk Minutes Saved (during peak periods): | 25% |
| Customer Satisfaction Improvement (Survey): | 30% |
Virtual Queuing and Callback are not the same.
Virtual queuing is fully integrated into your existing queuing / routing strategies to ensure that queuing integrity is maintained, which is the key differentiator from more simplistic "callback" products that are available today. Callback products may appear on the surface to provide the same capability as Virtual Hold, but without the ability to secure and maintain the customer's position in the queue you run the risk of creating a "stall" or "chase" condition within the queue, which can lead to a significant loss in agent productivity, stranded calls and unhappy customers.
When you invite us to develop a proposal, we don't just provide features, benefits and price lists. We construct a detailed contact center analysis that touches many aspects of your business. Our aim is to present an objective and thorough examination that helps you identify existing and potential issues. Our recommendations are tightly focused around managing your customers' experience. Our ambition is to help you turn your current customers into long-term, loyal customers.
Virtual Queuing Solution Development
Our Business Application Engineers are trained to architect and implement the right solution for your unique environment. Our Business Analysts have developed a comprehensive discovery process that analyzes many aspects of your business. Once we have worked together to develop a strategy, our Project Team will manage the project to its successful completion.
Comprehensive Performance Reviews
We feel that your ongoing success is closely linked to ours, which is why we are dedicated to follow-up. We take great pride in the analyses and services we provide to you. On a proactive basis, we prepare detailed performance reports and review them with you. Our goal is to continuously offer assistance that helps grow your business.