Government call centers have experienced some unique challenges with the recent poor economy. With numerous increases in citizens’ demands, their public sector call centers have been forced to adopt customer service improvement projects to meet strict standards.

Virtual Hold Technology or VHT has become the ideal solution for many state-run call centers. VHT is an advanced queuing technology provider based in Akron, OH. They are dramatically helping centers to cut their telephone bills while improving service to taxpayers.

The queuing solution allows callers to receive a callback without waiting on hold or losing their place in the phone queue. The results have been outstanding so far in other public sector call centers.

Virtual Hold Technology takes virtual queuing to the next level. It combines cutting-edge queuing solutions that go beyond basic callback technology. Many of VHT’s business analysts and engineers are RCCSP-certified and have gone through the Call Center Management Certification course.

RCCSP is an industry-supported and industry-recognized accreditation and certification organization. They are progressive in maintaining and coordinating a comprehensive portfolio of certification credentials available to call center professionals.

Scott Solomon, Business Analyst for Virtual Hold Technology, says that certification improves the ability to support their business case and it gives them more credibility while expanding their knowledge.

The assistant division chief of the California Public Employees’ Retirement System Customer Contact Center, Debbie Hanson, says that while they don’t have an unlimited budget to hire for peak call volumes and yet they can’t let their members wait on hold.

Hanson says it defeats their mission to provide quality service if customers are holding. The new Virtual queuing balances their phone volumes and the organization’s phone bill was cut by one third in the first part of the fiscal year.