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Letter to the Editor
Monday October 22
Unitrin Direct Implements Virtual Hold Technology
Unitrin Direct has implemented a new call processing system from Virtual Hold Technology (VHT) that is dramatically reducing the time customers spend on the phone. With the VHT system, customers don't have to hold if a Unitrin Direct representative is not immediately available. Instead, they are told how long it will be until a service representative is ready and given the option to receive a Virtual Hold return call. This allows callers to hang up, keep their place in line and receive a return call when it is their turn to speak to a representative."As a leading auto insurance provider, it's important for us to accommodate the busy schedules of our customers," said Scott Carter, Unitrin Direct president. "By using Virtual Hold's groundbreaking technology, we're giving people the opportunity to be first in line all the time."
Data taken by Unitrin Direct shows that VHT's virtual queuing technology is popular with customers. With the new system, hold time was reduced by 81 percent in July of this year, saving customers more than 542 hours of time on the phone.
"This innovative technology allows customers to get their auto insurance information on their schedule, not ours," said Tom Mercer, vice president, marketing. "Not only can they save money, they save time too."
With the Virtual Hold system, Unitrin Direct has also reduced operating costs.
Unitrin Direct makes it a top priority to use technology to enhance the customer experience. Earlier this year, Unitrin Direct received the IASA Technology Achievement award, which recognizes companies in the insurance industry that use technological applications to solve business challenges.
Unitrin Direct insurance companies are subsidiaries of Unitrin, Inc., which has over six million policyholders and $9 billion in assets.
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