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CalPERS Uses Virtual Queuing to Reduce Hold Times and Improve Experience for Customers and Employees

Virtual Hold

Presented By: Virtual Hold



 

  • The Problem:
     Peaks in call volume and mandatory furloughs make it difficult for the nation’s largest public pension fund to meet its customer service goals.

  • Solution:
     An analysis of the call center revealed that hiring additional staff and implementing a virtual queuing solution would help balance the call volumes that are stressing the contact center.

  • Result:
     By bumping up staffing a little bit and adding the Virtual Hold solution, CalPERS immediately began seeing positive results, including a 56% improvement in ASA and a 53% reduction in abandons during peak periods.

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