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Virtual Hold - California Public Employees’ Retirement System


Presented By: VHT


  • The Problem:
    In the contact center, customers come first, as evidenced by their aggressive customer service goals: their target abandon rate was less than 5%, and they wanted customer wait times to be no longer 2 ½ minutes.

  • Solution:
    When VHT and CalPERS first began working together, it was apparent that the Virtual Hold solution could definitely help manage hold times for the contact center, but the Virtual Hold business case analysis (BCA) revealed something else.

  • Result:
    • 56% improvement in ASA during peaks
    • Nearly 3.5 years of hold time avoided
    • 53% improvement in abandon rate during peaks

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