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Virtual Hold Receives Call Center Excellence Award: Predictive Dialer Report

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June 29, 2010

Virtual Hold Receives Call Center Excellence Award: Predictive Dialer Report

By David Sims, TMCnet Contributing Editor

Virtual Hold Technology (News - Alert) has received a Call Center Excellence Award in the category of Best Technology Solutions (News - Alert) Provider from the International Quality and Productivity Center.

The award can be seen as underlining the importance of hosted outbound call centers in general.

Working in the field of virtual queuing, "VHT focuses on developing technology that helps our clients deliver consistent experiences to all of their customers,' said Mark Williams, president, VHT. 'We're honored that an organization like IQPC (News - Alert) has recognized our contribution to the call center with this award.'

The Call Center Excellence Awards honor what its officials describe as "the most innovative call center solutions and individuals over the past year. Given in eight categories, the awards are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions."

Clients with a Virtual Hold product "see improvements in customer satisfaction and contact center metrics, including average speed of answer, abandon rate and service level," according to the citation. As the core of the virtual queuing, Concierge calculates and announces the estimated wait time and offers callers a choice to wait on hold or receive a callback in the same amount of time as if they'd stayed on hold.

The Concierge product holds the caller's place in line and calls them back when it's their turn, in the time promised. Other VHT products include scheduled callback, proactive notification and integration to Web, mobile and desktop devices.

Last August TMC's (News - Alert) Stefania Viscusi spoke with Erin Henochowicz, co-owner of Addison, Texas-based OPC Marketing, a provider of predictive and auto dialer software, to "find out where the buzz in predictive dialer technology currently lies."

According to Henochowicz, one of the areas where the company's predictive dialers have seen increased use is for appointment reminders and verifications.
Henochowicz said that since "no shows" cost businesses a great deal of money, using a predictive dialer to verify appointments and to confirm dates and times, can help company's to combat this possible loss and even increase their bottom line. 

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Marisa Torrieri

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