Contact Center Agent Service improving hold times

Recently, we have seen an increase in call center hold times due to higher than expected call volumes in both March and April. We’ve instituted a number of changes including the cross training of existing call center specialists and the hiring of additional specialists to solve this issue. Our average hold times have been improving weekly, and we will continue to improve hold times until we get back to our previous service level standards, which will be later this month.

We appreciate your patience and ongoing support as we fix this service shortfall. If you have any questions or additional concerns, please contact Transamerica’s Denver sales desk at 1-866-545-9058.
 

Contact Center Agent Service improving hold times
 

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