AKRON , Ohio,June 26 /PRNewswire/ -- Virtual Hold Technology(R), 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.(Logo: http://www.newscom.com/cgi-bin/prnh/20070619/CLTU033LOGO )
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.
1 comment:
Neat idea if it works, now if they can only get their people to give out correct info when they call you back, then they really will have done something.
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