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To survive in this still tough economy, businesses have to provide an outstanding customer experience to maintain a competitive edge in the market and to retain existing customers, while at the same time, bring on new ones. So, businesses of all sizes must put even greater focus on the quality of service delivered through their call center.

Today, businesses deploy call centers for a number of reasons, and despite the cost, they can also deliver a number of advantages. Call centers enable a company to centralize phone-based service and support in one location, allowing the organization to take advantage of cheaper labor rates and time zones in a particular geographic location.

Taking a big step to improve its overall customer satisfaction and customer experience, VehicleHistory.us.org has decided to open a second call center. This additional call center will improve inbound call wait times and make the experience for customers quicker and, thus, much more fulfilling.

Vehicle History was created to serve the needs of consumers looking for a fast, safe and convenient way to purchase vehicle history reports online. Today, VehicleHistory.us.org, takes pride in providing the most comprehensive vehicle history reports in the United States. With hundreds of users every single day, motor vehicle report availability and customer service are the company’s top priorities.

Lately, VehicleHistory.us.org call volumes had become extreme, and hold times were getting too long with hundreds of calls per day. So, it was only a matter of time before another customer service office had to be opened.

“Our hold times should improve by at least 50 percent, thus making it barely a wait at all for our customers. We've taken previous feedback to heart and are striving to improve our customer service experience for all those talking to our call center agents,” commented a VehicleHistory.us.org representative in a statement.

Although the company does also have an online live chat feature to reach agents, some customers prefer to deal with someone directly over the phone. Chat representatives are, however, also available 24/7 for customers to inquire about account logins, vehicle history reports or request refunds.

"Convenience and speed are key factors that can help the website improve customer satisfaction," said the rep. "We will also be stocking our new call center with highly-trained agents who will provide complete support to our clients. Each agent will be surveyed and evaluated on their performance in order to maintain a high standard of excellence."

Over the next year, VehicleHistory.us.org plans to continue expanding its customer service department and hopes to open another call center later this year.