AKRON, Ohio-T-Mobile USA Inc. has chosen Virtual Hold Technology’s Virtual Queuing technology for use in 11 contact centers to help the centers handle more calls at a higher level of customer service, even with a smaller staff, VHT said.
The technology informs callers of estimated wait times and allows them to opt to be called back either when an agent is available or at a scheduled time. “Giving our customers choices for managing their time is another way T-Mobile is enhancing the level of service we offer,” said Peggy Hammergren, director of customer delivery for T-Mobile. “In addition to the customer satisfaction benefit, Virtual Hold allows our contact centers to maximize resource utilization and improve efficiency.”
