PHH Arval launches Virtual Hold call center technology
July 12, 2011
PHH Arval has implemented Virtual Hold in our U.S. Contact Center to deliver enhanced service to clients and suppliers. Virtual Hold is a queuing solution that empowers callers with options for managing their time. Many of our drivers and suppliers are providing positive feedback to us about the new system. PHH piloted Virtual Hold in Vehicle Maintenance Assistance (VMA) and recently rolled it out in Vehicle Accident Services (VAS).
Virtual Hold is activated when call volume increases and hold times begin to grow. The system proactively informs callers about current wait times and, if the estimated wait time exceeds a certain threshold, it offers to save their place in line and call them back within a pre-determined time.
We have received many positive comments from drivers and suppliers indicating Virtual Hold makes it easier for them to do business with PHH.
- Many of our drivers and suppliers have used the Virtual Hold option since May 11, 2011, saving over 1,000 hours in hold time.
- 97% of those who chose the Virtual Hold option received a call back within or before their calculated estimated wait time
Virtual Hold is currently available for callers to our U.S. VMA and VAS callers during core business hours. In August, PHH plans to expand this capability in our Canadian Contact Center as well as the Driver Response Team. Also in August, we are planning to add an option for callers to schedule a callback that is convenient for them.
Please contact your PHH Account Team if you have any questions regarding Virtual Hold.
