SOURCE: Virtual Hold Technology

Virtual Hold Technology

October 05, 2010 10:00 ET

Unitrin Direct® Eliminates 8 Months of Hold Time for Customers

Virtual Hold® Solution Enables Customers to Hang Up on Hold Time

AKRON, OH--(Marketwire - October 5, 2010) -  Dedicated to simplifying auto insurance, Unitrin Direct® balances competitive rates with great customer service. When great prices and great service led to massive growth in 2007, the young company found its call centers facing the challenge of maintaining good customer service while experiencing sporadic, severe upticks in call volume.

"Staffing for peaks in call volume is a challenge," said Jane King, Vice President of Sales and Customer Service at Unitrin Direct. "Overstaffing doesn't help us keep our competitive rates, but long hold times hurt our customer service."

When callers experience long hold times, hang-ups and repeat calls increase, and these inconsistencies make it harder to staff the call centers appropriately.

Unitrin Direct purchased a Virtual Hold solution for its sales, customer service, and claims queues. The Concierge® software solution is the core of the Virtual Hold solution that calculates and announces the estimated wait time, saves the caller's place in line, and calls them back, in the time promised.

Since implementation in July 2007, more than 300,000 customers have avoided waiting on hold for Unitrin Direct. In 2009, Unitrin Direct's customers avoided more than 350,000 minutes of hold time, reducing toll charges. During peak call volumes, 37 percent fewer customers abandoned before reaching an agent, and service level improved by 35 percent. These improvements in metrics helped Unitrin Direct quickly realize its return on investment with Virtual Hold.

"Virtual Hold is an integral part of our customer service strategy," King said. "We've made major strides in achieving our goals. Our abandon rate has definitely improved, and as customers begin to trust the Virtual Hold option, we're seeing more customers opt for the Virtual Hold callback."

For more information on Unitrin Direct's Virtual Hold implementation, please see the case study at

About Unitrin Direct
Founded in 2000, Unitrin Direct is part of a Unitrin family of companies that has over six million policyholders and nearly $9 billion in assets. Unitrin Direct provides affordable auto insurance to nearly 200,000 customers in 48 states; Unitrin Direct also offers homeowners and renters insurance in 46 states. For more information, visit

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 IBM, Bank of America, T-Mobile, Aflac, AT&T, Banco Popular, Verizon, Pacific Gas and Electric Company, Southwest Airlines, Time Warner Cable and AVON. To learn how VHT's virtual queuing solutions can help increase customer satisfaction and reduce contact center costs, visit or call 877-886-8187.

Free Interactive Demonstration: 888-412-2214
Experience what your customers experience with Virtual Hold® solutions.

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    Virtual Hold Technology
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