A new telephone option – designed to alleviate the frustration associated with being placed on hold – now allows customers calling Central Hudson Gas & Electric to continue with their home or work activities and then receive a returned call from a Customer Service Representative when their place in queue arrives. Operational during most periods of heaviest call volumes during normal business hours, “Virtual Hold” works in conjunction with Central Hudson’s automated PowerLine telephone system to provide callers with an expected wait time, and then the option of either remaining on hold or having their calls returned – without losing their place in line. Callers may also choose to be contacted at a certain hour or on a different day.

“Our customers lead busy lives, and no one likes to be placed on hold for too long; however there are times when high call volumes unfortunately make this necessary,” said Charles A. Freni, Senior Vice President of Customer Services. “With Virtual Hold technology, customers are able to go about their normal activities without losing their place in line. As an added convenience, customers can even request a return call to their cell phones.”

Call volume to Central Hudson's Call Center can vary with the time of day, day of the week and even by month. “We typically handle about 10,000 calls per week, but can see more than 20,000 calls per week during times of higher call volume,” said Freni. "It's only during periods of highest demand that this feature may be available.” When possible, customers are encouraged to call during times when volume is lightest, typically Tuesdays through Fridays in the afternoon.

“The Virtual Hold technology certainly enables customers to conduct business with Central Hudson without losing valuable time. The system provides the option to be called back later, or even at another location or telephone number. It allows our customers to stay productive and continue with their business or activities while waiting to speak to a representative," he said.

The service has been available since mid-November, and was initiated to improve telephone interactions with customers, who have expressed (through satisfaction surveys) their frustration over extended hold times during periods of high call volume. Freni added that Virtual Hold is just one way Central Hudson is using technology to improve customer service.

"Our automated PowerLine phone system, our Web site services, and our use of computers to effectively dispatch field forces using Global Positioning Satellite technology are just a few other examples of how we are working to exceed our customers' expectations for quality service," Freni reported. For additional information on Central Hudson's products and services, visit www.CHEnergyGroup.com. The PowerLine can be accessed by dialing (845) 452-2700, or
800-527-2714.