PHH Arval launches ‘Virtual Hold’ call center technology

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PHH Arval announced the launch of Virtual Hold to help deliver enhanced service in its Contact Center. Virtual Hold is a software solution designed to inform and empower callers with options for managing their time.

“Virtual Hold marks another milestone in our commitment to deliver the best customer experience in the industry under all circumstances,” says Tom Keilty, senior vice president and chief operating officer for PHH Arval. “We are continually investing in technology in many areas of our business, and we are excited to roll out another advancement which further streamlines our processes.”

Virtual Hold is activated when the PHH Contact Center experiences unexpected spikes in call volume due to severe weather, a cluster of vehicle accidents or other unusual events. The system proactively informs callers about current wait times and offers to call them back within a predetermined time. “Virtual Hold does not in any way impact our current service level goals in the contact centers,” Keilty says. “This technology has been put in place solely as a caller option during peak call times.”

Virtual Hold currently is available for callers during core business hours to PHH’s Vehicle Accident Services and Vehicle Maintenance Assistance contact centers in both the United States and Canada. In September, PHH plans to expand the use of Virtual Hold to its Driver Response Team.