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With the VHT system, customers don't have to hold if a Unitrin Directrepresentative isn't immediately available. Instead, they're told how long itwill be until a service representative is ready and given the option toreceive a Virtual Hold return call. This allows callers to hang up, keeptheir place in line and receive a return call when it's their turn to speak toa representative.
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"As a leading auto insurance provider, it's important for us toaccommodate the busy schedules of our customers," said Scott Carter, UnitrinDirect president. "By using Virtual Hold's groundbreaking technology, we'regiving people the opportunity to be first in line all the time."
Data taken by Unitrin Direct shows that VHT's virtual queuing technologyis already a big hit with customers. With the new system, hold time wasreduced by 81% in July of this year, saving customers more than 542 hours oftime on the phone.
"This innovative technology allows customers to get their auto insuranceinformation 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 operatingcosts, allowing for greater savings to be passed on to consumers looking forlow cost auto insurance.
Unitrin Direct makes it a top priority to use technology to enhance thecustomer experience. Earlier this year, Unitrin Direct received the IASATechnology Achievement award, which recognizes companies in the insuranceindustry that use technological applications to solve business challenges.
Consumers who prefer to use the Internet can log on tohttp://www.UnitrinDirect.com to manage their policy, receive claimsinformation or go to the Learning Center for answers to their questions.
About Unitrin Direct
Unitrin Direct is dedicated to providing its customers with outstandingservice and quality coverage at competitive prices, making auto insurancesimple by offering people the choices they want with the convenience theydeserve. Unitrin Direct insurance companies are subsidiaries of Unitrin, Inc.,which has over six million policyholders and $9 billion in assets. The UnitrinProperty & Casualty Insurance Group is rated "A" (excellent) by A.M. Best andhas $3.5 billion in admitted assets, $2.3 billion in liabilities and requiredreserves, $1.2 billion in surplus and $394 million in paid up capital. TheUnitrin Direct companies offer affordable automobile insurance in Arizona,California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa,Kentucky, Maryland, Michigan, Missouri, Nevada, New Jersey, New York, Ohio,Oregon, Pennsylvania, South Carolina, Texas, Virginia, Washington andWisconsin. To get a free auto insurance quote, log on tohttp://www.UnitrinDirect.com or call (800) 642-5254.
About Virtual Hold Technology
Virtual Hold Technology (VHT) is the leading developer of virtual queuingsolutions for Fortune 1000 clients. Since its inception in 1995, VHT'spatented award-winning virtual queuing technology has provided return callsolutions focused on enhancing the customer experience for financial services,energy utility, insurance, telecommunications, cable, wireless and retailcorporations such as IBM, Bank of America, T-Mobile, Amerigroup, AT&T, BancoPopular, Verizon, Pacific Gas and Electric Company, Time Warner Cable,Ticketmaster, and AVON. To learn how Virtual Hold virtual queuing solutionscan help increase customer satisfaction and reduce contact center costs, visithttp://www.v
