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Banco Popular Differentiates Through Virtual Queuing Solution That Eliminates Hold Time for Callers


Presented By: VHT


  • The Problem:
    As the 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.

  • Solution:
    After researching options for hold time reduction, the customer-focused bank chose a virtual queuing solution that lets callers hang up on hold time.

  • Result:
     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.

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