Some of the world's leading companies say they have used Virtual Hold Technology's (News - Alert) virtual queuing solutions for increasing their customer satisfaction, without increasing contact center costs.

Recently the company won a "Call Center Excellence Award" in the category of Best Technology Solutions (News - Alert) Provider from the International Quality and Productivity Center (IQPC). The award was presented on June 16, 2010, at the IQPC's 11th annual Call Center Week at Caesars Palace in Las Vegas.

 

The Call Center Excellence Awards were designed to honor, recognize and promote the most innovative call center solutions. The IQPC award also recognizes the individuals for groundbreaking contributions to the industry. The award considers the performance over the past year and given in eight categories.  The Call Center Excellence Awards are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions.

 

VHT's portfolio boasts of patented, award-winning virtual queuing technology that has been widely employed by the industry leaders to deliver enhanced customer experience. The industry leaders in financial services, energy/utility, insurance, telecommunications, cable, wireless and retail corporations have used VHT's return call solutions. The company's client list boasts of such big players as IBM, Bank of America, T-Mobile (News - Alert), Aflac, AT&T, Banco Popular, Verizon, Pacific Gas and Electric Company, Southwest Airlines, Time Warner Cable and AVON.

 

VHT's suit of solutions includes its flagship product, Virtual Hold solution. According to the company, Virtual Hold solution has helped the VHT clients experience improvements in customer satisfaction and contact center metrics, including average speed of answer, abandon rate and service level.

 

At the core of VHT products based on virtual queuing technology, there is Concierge solution that calculates and announces the estimated wait time and offers callers a choice to wait on hold or receive a callback in the same amount of time as if they'd stayed on hold. The Concierge solution holds the caller's place in line and calls them back when it's their turn, in the time promised. Other VHT products include scheduled callback, proactive notification and integration to Web, mobile and desktop devices.

 

The VHT product range is driven by one core consideration and that is: how to help its clients achieve maximum customer satisfaction. Under this backdrop, the recognition from IQPC (News - Alert) comes as a natural consequence and the top management of the company is happy with the outcome.

 

"As the market leader in virtual queuing, VHT focuses on developing customer-focused technology solutions that help our clients deliver positive, consistent experiences to all of their customers. We're honored that an organization like IQPC has recognized our contribution to the call center with this award," said Mark Williams, president, VHT's President, Mark Williams, commented.

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