SOURCE: Virtual Hold Technology, LLC

December 16, 2008 08:00 ET

Frontier Communications Tells Customers "Why Sit on Hold? -- We'll Call You Back"

Virtual Hold® Queue Management Technology to Enhance the Customer Experience and Improve Operational Efficiencies

AKRON, OH--(Marketwire - December 16, 2008) - Telecommunications providers are implementing new customer relations technologies to provide better customer interactions in order to maintain high levels of satisfaction on tight operational budgets. Frontier Communications (www.frontieronline.com), one of the nation's largest rural local exchange carriers, has implemented a pilot project using contact center solutions from Virtual Hold Technology, LLC (VHT) (www.virtualhold.com) that allows customers to skip the frustration of waiting "on hold."

During periods of high call volume, customers will have the option to wait for the next available representative, or hang up and receive a callback from a Frontier representative. Virtual Hold Concierge™ software tracks the customer's place in line and places a callback to the customer at the phone number provided. This allows the customer to continue normal activities without being tied to the phone. Existing installations of the technology show that it can increase customer satisfaction through decreasing the frustration felt while on hold for extended periods of time.

In addition, Frontier Communications callers may opt to schedule a callback at a specific time. Virtual Hold Rendezvous™ software allows customers to schedule an appointment to speak with a Frontier representative up to seven days in the future. Giving customers the option to schedule their callback can be empowering -- this unique feature supports customer satisfaction by putting the decision-making in the hands of the customer.

While these technologies are primarily aimed at increasing customer satisfaction, contact centers also benefit through improved operational efficiencies. Existing installations show that call times often can be decreased because callers don't need to vent frustration after experiencing extended hold times. Abandon rates go down, agent resources are optimized and the overall cost per call can be decreased.

Frontier Communications operates in 24 states and offers local and long-distance telephone service, Internet access, wireless Internet access, digital phone and satellite TV. For more information, visit www.frontieronline.com.

About Virtual Hold Technology

Virtual Hold Technology (VHT) is the leading developer of queue management 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's virtual queuing solutions can help increase customer satisfaction and reduce contact center costs, visit www.virtualhold.com or call 877-886-8187.

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