Sparks, MD – August 19, 2011 – PHH Arval has launched Virtual Hold to deliver enhanced
service in its Contact Center. Virtual Hold is a software solution designed to
inform and empower callers with options for managing their time.
“Virtual Hold marks another
milestone in our commitment to deliver the best customerexperience in the
industry under all circumstances,” said Tom Keilty, Senior Vice President and
Chief Operating Officer for PHH Arval. “We are continually investing in
technology in many areas of our business, and we are excited to roll out
another advancement which further streamlines our processes.”
Virtual Hold is activated when
the PHH Contact Center experiences unexpected spikes in call volume due to
severe weather, a cluster of vehicle accidents or other unusual events. The
system proactively informs callers about current wait times and offers to call
them back within a pre-determined time. “Virtual Hold does not in any way
impact our current service level goals in the contact centers,” added Tom
Keilty. “This technology has been put in place solely as a caller option during
peak call times.”
Feedback from drivers and
suppliers who have used the system has been extremely positive. “I love it,” said
Pedro Lozano at Firestone in Ogden, Utah. ”This is the first time I have ever used this type of system and I
was very satisfied; the system called me back exactly when it said it would.”
“This new system really helps in
the morning when the shop is just starting to open,” said Paul Ingwersen at
W.S. Healey Chevrolet-Buick in Goshen, New York. “I don’t have to wait on hold,
and I can continue helping other customers.”
Virtual Hold is currently
available for callers during core business hours to PHH’s Vehicle Accident
Services and Vehicle Maintenance Assistance contact centers in both the United
States and Canada. In September, PHH plans to expand the use of Virtual Hold to
its Driver Response Team.
About PHH Arval
PHH Arval, a subsidiary of PHH Corporation [NYSE: PHH], is a leading fleet management services provider in the United States and Canada. PHH Arval provides outsourced fleet management solutions to corporate clients, including nearly one-third of the Fortune 500 companies. Through consultative expertise, flexible customer service, and award-winning Internet technology, PHH Arval helps clients reduce costs and increase productivity. For more information, visit www.phharval.com, or call 800 ONLY PHH.
About PHH Corporation
Headquartered in Mount Laurel, New Jersey, PHH Corporation is a leading outsource provider of mortgage and vehicle fleet management services. Its subsidiary, PHH Mortgage, is one of the top five retail originators of residential mortgages in the United States1, and its subsidiary, PHH Arval, is a leading fleet management services provider in the United States and Canada. For additional information about the company and its subsidiaries, please visit our Web site at www.phh.com.
PHH Arval, a subsidiary of PHH Corporation [NYSE: PHH], is a leading fleet management services provider in the United States and Canada. PHH Arval provides outsourced fleet management solutions to corporate clients, including nearly one-third of the Fortune 500 companies. Through consultative expertise, flexible customer service, and award-winning Internet technology, PHH Arval helps clients reduce costs and increase productivity. For more information, visit www.phharval.com, or call 800 ONLY PHH.
About PHH Corporation
Headquartered in Mount Laurel, New Jersey, PHH Corporation is a leading outsource provider of mortgage and vehicle fleet management services. Its subsidiary, PHH Mortgage, is one of the top five retail originators of residential mortgages in the United States1, and its subsidiary, PHH Arval, is a leading fleet management services provider in the United States and Canada. For additional information about the company and its subsidiaries, please visit our Web site at www.phh.com.
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