Paul Demery , Chief Technology Editor
Akron, OH – July 11, 2007 – Virtual Hold Technology®, LLC (VHT), the leading developer of virtual queuing solutions, announced that The Shopping Channel is going to begin using Virtual Hold in its contact center to help manage call volume peaks, increase operational efficiency, and improve customer service.
One of the most well-known shopping networks in Canada, The Shopping Channel receives numerous calls from customers who wish to buy products or who have billing inquiries. When the expected wait time to speak to an agent is more than two minutes, Virtual Hold allows callers to hang up and have their place in queue held for them. When it is their turn, Virtual Hold calls them back and connects them to an available agent. This frees the caller from being tied to a phone waiting on hold, and it prevents the contact center from having to overstaff to handle peak periods of call volume. Additionally, when customers choose the Virtual Hold callback, it reduces toll costs that would have been incurred by actual hold time.
According to Chris Swansiger, Business Analyst Manager for Virtual Hold Technology, “Virtual Hold can improve operational efficiency by 10–20% and customer satisfaction by up to 25%. The cost of the system is not inflated after purchase with training costs, because no agent training is required to use Virtual Hold. This means that the total cost of the system is usually recovered by customers in six months.”
Headquartered in Toronto, The Shopping Channel is a 24-hour, seven-days-per-week broadcast retailer available on a variety of television cable and satellite channels throughout Canada. The Shopping Channel services hundreds of thousands of Canadians each year by providing customers with a wide selection of high-quality products, exceptional value, and convenience. Find out more by visiting www.theshoppingchannel.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 Wells Fargo, Dominion, T-Mobile, Amerigroup, AT&T;, Time Warner Cable, Ticketmaster and Avon. To learn how the Virtual Hold virtual queuing solutions can help increase customer satisfaction and reduce contact center costs, visit www.virtualhold.com or call 877-886-8187.
137 Heritage Woods Drive • Akron, Ohio 44321
330-670-2200 • 800-854-1815 • Fax: 800-854-1815 • www.virtualhold.com
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