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New Technology at Unitrin Direct Gives Customers an Alternative to Waiting
Date:9/18/2007

VISTA, Calif., Sept. 18 /PRNewswire-FirstCall/ -- Unitrin Direct, an auto insurance company that has become popular nationwide for providing a unique combination of affordable coverage with outstanding personal service, 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 isn't immediately available. Instead, they're 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's 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 already a big hit with customers. With the new system, hold time was reduced by 81% 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, allowing for greater savings to be passed on to consumers looking for low cost auto insurance.

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 challeng
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SOURCE Unitrin Direct
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