largest bank in Puerto Rico, Banco Popular
focused intently on the experience of its customers. When long hold times
started to affect customer satisfaction, the bank knew it had to do something
immediately to ease the frustration.
researching options for hold time reduction, the customer-focused bank chose a
virtual queuing solution that lets callers hang up on hold time.
In just one year, the bank eliminated 6.5
years of hold time for its customers while helping the bank differentiate
itself from the competition.