In 1991, Mark started his own company, Professional Services, Inc. (PSI), to provide call center outsourcing and consulting services. Here, Mark realized the need for a virtual queuing solution to address problems that plagued the industry. High call abandonment rates and long average handle times cost companies money and customers. As a result, VHT Callback has literally saved thousands of years of customer hold time.
Out of the need to reduce customer frustration, save on toll free number charges and improve workforce efficiency, we built a product and began marketing it to customer-focused enterprises all over the world, who shared these call center challenges.
Our “Hang up and we’ll call you back when it’s your turn” approach was unique. We patented the idea and coined the term “virtual queuing,” in order to distinguish it from the current callback technology that provided little benefit to customers. Only VHT Callback saved the caller’s place in line and called them back when it was their turn, maintaining full routing integrity.
Thanks to VHT Callback, customers didn’t have to wait on hold any more. They could get a callback when it was their turn, or schedule a callback when it was most convenient for them. It revolutionized customer service, and now it’s becoming the industry standard for call centers worldwide.
Today, the industry has expanded, technology has advanced, and we have transformed from a callback company into a company focused on optimizing the customer experience. In light of this, in 2018, we transformed the name Virtual Hold Technology into simply VHT.
VHT Callback, our virtual hold product, is still a very important part of our company, but it is only a portion of who we are as a company today. Today we offer a whole suite of intelligent options to improve the customer experience for contact centers.
Crucially, our offering recognizes today’s digital consumer, delivering seamless connectivity and continuity between web, social, mobile, text, and voice channels.