Contact Center Solutions Featured Article

August 28, 2007

Virtual Hold Announces Record Growth

By Susan J. Campbell


 
Virtual queuing solutions developer, Virtual Hold Technology (News - Alert), LLC (VHT), has announced that the company achieved record growth in both revenue and employment.

Company chairman, Greg Garvey, noted that VHT has tripled its revenue and doubled the number of employees during the last three years. The additional revenue has allowed the company to increase its office space three-fold in Akron, Ohio, and to open two additional international offices to serve a growing, international client base with one in the United Kingdom and one in Australia.

"Customer satisfaction and improving the customer experience have become 'front-and-center' issues for CEOs around the world," said Mark Williams, President of VHT, in a Monday statement.

"Our solution, which reduces the amount of time a customer spends on hold and therefore improves their overall experience with a company, has been proven in the most demanding call centers around the world as a dependable, cost-effective solution for boosting customer satisfaction levels."

Garvey pointed to the growth of the Internet and e-mail based customer service tools as feeding the demand for his company’s solutions. As consumers continue to demand real-time solutions in an “always on” economy, self-service will continue to grow.

"While a large number of companies are turning to online help centers, many customers still don't feel comfortable using that solution; they feel it's important to reach a live person for assistance," Garvey explained in Monday’s statement.

"So call volume continues to grow, even in an Internet economy, which means sophisticated contact centers must employ our type of advanced queue management software to efficiently serve their customers."

Since its founding more than ten years ago, VHT has steadily expanded its product offering and sales infrastructure. Garvey noted that today, its customers include a who’s who of Fortune 00 leaders in industries that depend on positive customer experiences as their own strategies for growth.

Organizations are increasingly understanding the critical role that customer experience plays in the overall corporate strategy. Competition has intensified in nearly every industry, and many companies are facing commoditization of their products.

As a result, many of these organizations are relying on their customer service deliverables to drive their differentiation. Such a focus will provide significant opportunity for Virtual Hold as its solutions will continue to be a crucial element in ensuring that clients’ customers have the best possible experience. It is in these experiences that long-term loyalty is born.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Want to learn more about call centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.


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