Virtual Hold Technology® Releases Call Center ROI Calculator Powered By Data Collected From 500 Million Customer Calls

Akron, Ohio (PRWEB) April 02, 2014

Virtual Hold Technology® (VHT), a global leader in multichannel callback solutions, today announced the release of an online Return On Investment (ROI) calculator to provide companies with estimations on annual savings through call center enhancements based on solutions from VHT.

The VHT ROI Calculator, available as an interactive web-based tool, was developed based on data collected from VHT's enterprise customers across various industries, including: telecommunications, utilities, government, travel, financial services, retail, insurance, and healthcare. Currently, VHT tracks metrics on 500 million calls per year.

"Implementing solutions in the contact center is always a big decision. The ROI must be there. Our goal is to help demonstrate return on investment through an easy-to-use tool that leverages the millions of data points we've collected over the years," said Wes Hayden, CEO of VHT. "Our ROI calculator provides companies with tangible numbers backed by real-world data, allowing decision-makers to take the first step towards understanding the potential cost-savings and revenue gain available through VHT's solutions."

The VHT ROI Calculator requires just five key data inputs to estimate a call center's projected annual savings:

   •  Average Daily Call Volume
   •  Average Speed of Answer
   •  % Calls Abandoned
   •  Number of Agents
   •  Loaded Agent Labor Rate Based on the above inputs, the VHT ROI Calculator calculates total annual savings, as well as improvements in the following areas (all monetary amounts in USD):

   •  % Reduction in Average Speed of Answer
   •  % Increase in Service Level
   •  % Abandon Rate Improvement
   •  Yearly Queue Reduction in Minutes
   •  AHT Savings in $
   •  Repeat Call Savings in $
   •  Labor Impact in $
   •  Customer Satisfaction Impact in $

For example, a call center with an average daily volume of 23,000 calls, a 45-second average speed to answer, a four percent call abandon rate, and 225 full-time agents, could potentially save over $1 million annually with VHT.

Solutions from Virtual Hold Technology enable efficient, authentic conversations between consumers and companies. With VHT, agent idle-time is transformed into proactive customer engagement, simultaneously improving customer experience and call center efficiency. VHT's multi-channel callback solutions enable companies to provide personalized customer service across multiple channels, including: voice, web, mobile, social, and text/sms. Regardless of the channel they are on, customers can be connected to live, available customer service agents without having to hold. VHT's solutions are integrated into existing call center infrastructures, allowing companies to leverage their existing call center investments while improving customer satisfaction and contact center efficiency.

Estimate your call center annual cost savings with VHT's ROI calculator here.

About Virtual Hold Technology® (VHT®)
VHT delivers solutions at the heart of the customer experience, enabling contact centers to maximize the opportunities that come from customer interaction, regardless of channel. Beyond just voice, VHT's intelligent callback solutions prepare businesses for next-generation customer interaction channels like social media, mobile apps and web-connected interactive video and smart-TV. To learn more about how VHT can help transform how you serve your customers, visit http://www.virtualhold.com or email info(at)virtualhold(dot)com.

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