Virtual Hold allows Pepco’s customers to request a return call for service and then hang up the phone without losing their place in line, eliminating the hold times that cause customer frustration and increased contact center expense. By offering an alternative to waiting on hold, Pepco provides a better customer experience and improves contact center operations during times of high demand.

“We’re working to improve the customer experience and our call center performance through reduced hold times, fewer abandoned calls and improved employee performance,” said Michael J. Sullivan, Pepco Vice President of Customer Care.” The Virtual Hold solution will help Pepco achieve these goals and realize significant cost savings from reduced toll and labor expense.

Eric Camulli, Director of Technology for VHT, stated, “We’re very happy to partner with Pepco to create better experiences for their customers. Everyone benefits from the Virtual Hold solution: the customer who no longer waits on hold, the agent who doesn’t have to deal with an irate customer, and the contact center which realizes significant cost savings while improving service levels and increasing customer satisfaction.”

Increased customer satisfaction and service levels can help utility companies avoid costly fines. An independent case study for one utility company using Virtual Hold found that offering a return call to customers resulted in fewer complaints to the state public utilities commission, leading several state commissions to encourage their utilities to implement a similar solution. Camulli noted, “The fact that these commissions recognize the benefits that Virtual Hold provides for customers is just further proof of the importance of queue management for enhancing the customer experience.”