SOURCE: Virtual Hold Technology

Virtual Hold Technology

March 24, 2011 10:00 ET

Virtual Queuing Solution Eliminates Hold Time for Insurance Customers

Virtual Hold Software Provides Enhanced Service, Quick ROI for Several BCBS Contact Centers

AKRON, OH--(Marketwire - March 24, 2011) - Customers trying to call certain Blue Cross Blue Shield (BCBS) member groups might be finding their interactions getting off to a nicer start now that many BCBS Association groups have implemented virtual queuing solutions to eliminate hold time and improve the customer experience.

"When a caller has exhausted self-service options and needs live assistance, the longer they wait on hold, the higher the contact center's phone bill is going to be," said VHT Vice President Eric Camulli, who will be speaking at next week's BCBS Call Center Member Touchpoint Conference in New Orleans. "Typically our healthcare insurance clients save nearly $1 million a year by eliminating that physical hold time."

The virtual queuing solutions developed and supported by Virtual Hold Technology® (VHT®) engage when customer demand exceeds the contact center's resources. During these peak periods, the technology intercepts the call, announces the estimated wait time and offers the caller the option to remain on hold or to receive a callback in the same amount of time as though they'd waited on hold. The technology keeps the caller's place in line and initiates a callback when the next available agent is ready. VHT also provides scheduled callbacks and virtual queuing integration to multiple devices such as smartphones and websites.

While the return-on-investment and improvements in operational efficiencies play into the decision to implement a virtual queuing solution, an enhanced customer experience is often the primary motivation. Simply put, customers love having the option to hang up on hold time. One caller to the Blue Cross of Northeastern Pennsylvania's call center even called it "the greatest invention on earth."

The invention's ability to ease the transition from self-service to live-service will be the topic of conversation during Camulli's session at this week's BCBS Call Center Member Touchpoint Conference in New Orleans.

BCBS association members with a Virtual Hold solution available to some customers include Blue Cross of Northeastern Pennsylvania, Highmark, CareFirst and Blue Cross Blue Shield of Michigan. In 2010, BCBS member groups with Virtual Hold installed eliminated 12.5 years of hold time from their callers and reduced abandoned calls by 31 percent.

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 www.virtualhold.com or call 877-886-8187.

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    Adrienna M. Frazer
    Virtual Hold Technology
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