The Car and Truck Fleet and Leasing Management Magazine

PHH Arval Launches New Call Center Technology to Improve the Customer Experience

August 18, 2011 - Press Release

SPARKS, MD – PHH Arval has launched Virtual Hold to 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 customerexperience in the industry under all circumstances,” said 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 pre-determined time. “Virtual Hold does not in any way impact our current service level goals in the contact centers,” added Tom Keilty. “This technology has been put in place solely as a caller option during peak call times.”
Feedback from drivers and suppliers who have used the system has been extremely positive. “I love it,” said Pedro Lozano at Firestone in Ogden, Utah. ”This is the first time I have ever used this type of system and I was very satisfied; the system called me back exactly when it said it would.”
“This new system really helps in the morning when the shop is just starting to open,” said Paul Ingwersen at W.S. Healey Chevrolet-Buick in Goshen, New York. “I don’t have to wait on hold, and I can continue helping other customers.”  
Virtual Hold is currently 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.

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