Virtual Hold to Be Implemented at Social Security Administration
AKRON, Ohio, June 26 /- Virtual Hold Technology®, LLC (VHT), the leading developer of virtual queuing solutions, announced today that the Social Security Administration (SSA) will implement Virtual Hold in its customer contact centers. The SSA processes between 40 and 50 million calls per year from Americans who require information regarding retirement, disability and survivors benefits for workers and their families.
When the number of incoming calls exceeds the number of available SSA representatives, customers today must remain on hold. After implementing Virtual Hold, SSA customers will be informed of the estimated hold time and will be given the choice to hang up, yet keep their place in line. The Virtual Hold system will automatically call them back when it's their turn to speak to an SSA representative. With this new service, the customer experience is greatly enhanced. Customers are no longer tied to a phone and wasting valuable time that can be more appropriately devoted to their personal and business lives. They are free to be productive and maintain their peace of mind that their place in the queue is secure.
While increasing customer service is the primary reason for implementing the technology, the SSA also expects to save a projected $1.7 million on their phone bill in the first year by using Virtual Hold.
Virtual Hold Technology is partnering with Verizon Business in order to deliver the solution. Headquartered in Baltimore, Md., the SSA has 10 regional offices and 1,300 local offices nationwide. The SSA is the first federal government agency to implement a viable alternative to waiting on hold.
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.
To experience a demonstration of a Virtual Hold call, dial 1-888-412-2214 (or 330-670-2214).
Source: Virtual Hold Technology LLC
CONTACT: Eric Ryan for Virtual Hold Technology LLC, +1-330-670-2241
Web site: www.virtualhold.com/
