Archive for the ‘VCC News’ Category

Workforce Management Tips for Contact Centers during the Holiday Period

Posted on: December 4th, 2019 by dorarapcsak No Comments

With the last few weeks of the year approaching, most of us have already started to prepare for our well-deserved holidays. Except, that is, those who work in the contact center industry…With Christmas upon us, contact centers everywhere are gearing up for an intense increase in activity. And that, of course, has a big effect on staffing needs.

Contact centers and companies working in retail or e-commerce know very well that offering consistent and smooth customer support experience during the holiday season is crucial in order to keep their customers satisfied in the long run. If they don’t succeed in offering high levels of support during this time, they risk losing existing customers and potential sales opportunities.

In order to survive and strive in the holiday period, you need to understand how to effectively prepare your staff for the inevitable increased volume of customer queries which will happen at this time. So, here are some workforce management tips to help you gear up for the weeks ahead! 

1.       Forecasting

In terms of your workforce, optimizing and planning ahead is of major importance in ensuring that customer interactions and queries do not get out of hand. And this is where forecasting is vital.

Thankfully, there are a lot of tools that can automatically analyze customer data in order to create precise forecasts and use that information to create schedules for the holiday period.

Of course, you’ll need to rely on your historical data in order to be able to accurately make forecasts and create a schedule. Analyzing your data from the past, such as the volume of calls, average handle times, and your individual channels’ workload, will definitely help you understand what you can expect from this year’s holiday season.

2.       Have a Backup Plan

Once you created a holiday period schedule for your staff, it’s worth having a backup plan in case things do not go as planned – however good your forecasts are, there might still be an even bigger increase in your customer service demands than you expect.

Similarly, bear in mind that some of your agents who are scheduled to work during the holidays may become unexpectedly ill. Again, in such cases, you’ll need to come up with the ideal solution in order to keep your customer service consistent and seamless.

So, start by determining if you need to expand your office space to accommodate additional seats. However, as you’ll also need the additional physical space and appropriate technology to support your expanded team, it might be a better idea to consider relying on home-based staff during the busiest weeks of the year.

3.       Offer perks to motivate your team

As customer queries normally skyrocket during the Christmas period, most contact centers require their agents to work overtime.

But, of course, everyone is tired at the end of the year, and so you can imagine how much working overtime right before Christmas may harm your team’s morale.

In order to, in contrast, boost morale and motivate your team during this testing Christmas period, make sure to consider offering them extra perks. Offering them extra breaks, remote working opportunities, bonuses and even promotions will help you show your agents that you appreciate their efforts in going the extra mile.

The Christmas season is the perfect time for your contact center to show customers that your business is able to serve them even during the busiest period of the year. Follow our tips and make sure you don’t lose a single customer during the Holiday period! 

TBI Bank Case Study: Maximizing the Efficiency of Incoming Calls with VCC Live

Posted on: November 22nd, 2019 by dorarapcsak No Comments

 “Since we implemented VCC Live, it has had a great impact on our business and we can safely say that our efficiency increased by at least 50%. – Darya V. Kotseva, Head of Department Customer Care and Telemarketing

As a major bank operating in Bulgaria and Romani, TBI Bank needs to effectively handle a great number of incoming calls on a daily basis while continuously monitoring their performance in order to how to maximize their customer experience.

TBI Bank needed a reliable contact center software solution that could live up to their expectations. They chose to leverage VCC Live’s call activities and real-time monitoring features.

The Case Study

Our latest case study describes how, since leveraging VCC Live, TBI Bank managed to overcome their challenges and take their customer service to a whole new level.

Check out the case study and see:

  • How VCC Live offered a solution for TBI Bank to handle a great number of incoming calls while successfully minimize unanswered calls
  • How VCC Live’s real-time reporting and monitoring features allows TBI to real-time monitor all of their KPIs.
  • How an easy-to-use cloud-based contact center solution simplified TBI’s daily operations, allowing them to improve their customer satisfaction level.

Switching to VCC Live’s solution has exceeded TBI’s expectations, allowing them to better handle their customer queries while always seeing the whole picture by closely monitoring their performance.

Read our case study and learn more about the benefits of VCC Live®’s advanced inbound and outbound features!

VCC Live to Participate in the National Congress of Credit Collection in Madrid

Posted on: November 15th, 2019 by dorarapcsak No Comments

We’re getting closer to the end of the year, but conference season is not over for VCC Live. Next week some of our representatives will travel to Madrid to participate in the National Congress of Credit Collection on 19-20 November. 

The credit industry continues to grow at an accelerated pace, with companies trying their best to keep up with continuously-emerging technologies. The National Congress of Credit Collection, taking place for the 11th time, will focus on the future of fintech, compliance and CSR in credit collection, artificial intelligence, blockchain, innovation finance and NPLs (non-performing loans). 

The impressive line of presenters consists of the most prominent experts of the debt collection, fintech, finance and banking industry. 

With VCC Live’s unique Optichannel Debt Collector, created to increase the profit of debt collection campaigns by combining self-service with customer segmentation and contact center features, it was no question that we wanted to attend this conference. 

Calling debtors over and over again without considering their customer journey reduces efficiency, while increasing operational costs and possibly harming the customer experience. 

It’s time for a different approach! The Optichannel approach consists of finding the optimal channel for a specific use of case. When it comes to debt collection, optichannel is an alternative to aggressive collection tactics such as calling debtors repeatedly without understanding their needs or history as a customer. 

VCC Live’s solution enables both self-service and agent-assisted optichannel debt collection with a high success rate. Look for our stand at the event, and ask for a guided demo or schedule a live demo with us! 

Leading Recruitment Agency Schönherz Iskolaszövetkezet Selects VCC Live to Power their Calls

Posted on: November 14th, 2019 by dorarapcsak No Comments

With almost every industry facing workforce shortage, recruiting talents and connect them with their ideal work place is more challenging than ever for recruitment agencies.

As recruitment agencies serve as an intermediary between the employee and employer, efficient communication is key for successful recruiting and selecting. And for crystal-clear communication, an up-to-date telephony solution is definitely needed.

Schönherz Iskolaszövetkezet, Hungary’s leading recruitment agency specialized for connecting students with a wide range of jobs, knew that very well when they decided to select VCC Live to power their call activities.

Founded in 1995, the company has a long history in recruiting and selecting the best workforce for several industries, including information technology, support, software development, finance, accounting, sales and marketing. The company also recruits student workforce for temporary positions, such as professional practice or summer work.

VCC Live’s advanced inbound and outbound features allow Schönherz to effectively handle their incoming calls and also successfully reach out to their applicants while keeping their abandoned call rate low.

VCC Live provides several dialer options, with each of them being efficient for different customer cases. Conducting interviews through the phone is a common practice for recruitment agencies, which, of course, requires operators to prepare for the conversations. Using our manual dialer, operators at Schönherz can go through scripts and prepare for their interviews and then start the call with one click.

We are proud that since our cooperation started, Schönherz initiates approximately 5000 calls per month using VCC Live. About Schönherz and VCC Live blooming partnership, János Piskolti, Key Account Manager at VCC Live, highlights: it’s a pleasure that Schönherz Iskolaszövetkezet trusts us and allows us to support them in their daily call activities. We look forward to a fruitful partnership with them.”

VCC Live to Participate as a Gold Partner at the Contact 2019 conference

Posted on: October 30th, 2019 by dorarapcsak No Comments

We’re delighted to announce that VCC Live® will be participating as a Gold Partner at the Contact 2019 conference, Hungary’s leading Customer Service and HR conference, which takes place on 6-8 November in Balatonalmádi, on the shores of Lake Balaton.

The conference’s motto is ‘The time has come to adapt’, and there can be no doubt that, as customer expectations continue to grow, companies must adapt if they want to stay ahead of the competition. This is why we take part in the Contact conference every year, to learn, develop and share knowledge with fellow customer service experts.

It is an honor to be able to contribute to Hungary’s leading customer service event, and we are very much looking forward to hearing our fellow customer service experts talk at the conference about their latest experiences and best practices.

CONTACT 2019 will give attendees insights into the operations of the leading organizations in Hungary and worldwide. Innovative approaches, effective customer service systems, and the latest answers to the technical and human challenges of our times will be discussed by industry leaders.

During the three-day conference, you’ll be able to learn about topics such as new customer service trends, Generation Z in the workplace, AI as personal assistants, integrated customer service operations, AI and Omnichannel, and many more.

Besides supporting the conference as a Golden Partner, we’re proud to confirm that Péter Málhai, VCC Live®’s Head of Business Development, will be amongst the impressive lineup of presenters. Péter will be talking about the integration of contact center and CRM systems. You will also be able to visit us at our stand where we will be happy to give you a guided demo of VCC Live®.

After the thought-provoking presentations and exciting roundtable discussions, attendees will also have the opportunity to take part in less serious activities, including the annual Contact Center Voice Contest, where male and female call center operators read out scripts and the person with the most attractive voice is chosen. On the second day, a gala dinner and concert will take place.

At CONTACT 2019 you will get an insight to useful knowledge and strategic advice from prominent decision-makers in the customer service and HR sector. Let’ learn more about technologies and tools available to achieve really special customer experience.

We hope to see you at the conference! After all, as the conference’s motto says, the time has come to adapt.

To register as an attendee, or to see the conference schedule and find out more details, please click here: https://contactkonf.hu/en/

Come and Join VCC Live at the Upcoming Conferences We Are Participating in November!

Posted on: October 18th, 2019 by dorarapcsak No Comments

As we approach the end of the year, it looks like November will definitely be busy for VCC Live as we’re participating in four separate conferences.

The conferences will give us a chance to showcase our company, which, besides providing state-of-the-art technology solutions, also offers consultancy services using our extensive knowledge in the contact center industry.

We are working together with experts who are thought leaders with more than 10 years of working experience in several industries, including customer service, debt collection, banking and telesales.

Check out which conferences we’re going to be at and join us there!

Contact – Customer Service and HR Conference

Date: 6-8 November 2019

Location: Balatonalmádi, Hungary

Each year, CONTACT – the annual customer service conference – attracts industry leaders, customer service professionals, companies and anyone else who’s interested in the industry.

At CONTACT 2019, you will get an insight into the operations of the leading organizations in Hungary and worldwide. Innovative approaches, effective customer service systems, and new answers to the technical and human challenges of our times will be discussed by industry leaders.

We’re proud to confirm that Péter Málhai, VCC Live®’s Head of Business Development, will be amongst the impressive lineup of presenters. Péter will be talking about the integration of contact center and CRM systems. You will also be able to visit us at our stand where we will be happy to give you a guided demo of VCC Live.

Economic Leadership and Legal Conference – Vasivíz Zrt.

Date: 13-14 November 2019

Location: Sárvár, Hungary

The Economic Leadership and Legal Conference, organized by Vasivíz Zrt, Hungary’s leading Water and Sewage Works Company, takes place in Sárvár. Amongst other topics, one of the main focus of the conference will be the discussion of recent customer service trends.

Speakers will include our Customer Success Manager, Dániel Severa, who, on the first day of the conference, will present a general overview of our company, highlighting in particular VCC Live’s inbound and outbound features.

Banking Technology 2019

Dates: 14 November 2019

Location: Budapest, Hungary

November sees the fourth Banking Technology Conference, organized by Portfolio Conferences, taking place in the Hungarian capital. This year the conference will revolve around a number of important topics in the banking and fintech sectors, including digitalization, immediate and real-time payment solutions, artificial intelligence, data analysis and many others.

The conference will have six main topics: digitalization vs. business, digital banking innovations, digital banking in practice, payment solutions, wealth management, and fintech in Hungary.

As part of the conference, Dániel Severa will hold a presentation on our unique real-time payment solution, VCC Live Pay and other innovate features in our solution, such as Video ID. Definitely worth a visit!

11th National Congress of Credit Collection

Date: 19-20 November, 2019

Location: Madrid, Spain

The credit industry continues to grow at an accelerated pace, with companies trying their best to keep up with continuously-emerging technologies. This conference, taking place for the 11th time, will focus on the future of fintech, compliance and CSR in credit collection, artificial intelligence, blockchain, innovation finance and NPLs (non-performing loans).

With VCC Live’s solution including a unique feature that enables both self-service and agent-assisted optichannel debt collection with a high success rate, it was no question that we wanted to attend this conference. Look for our stand at the event, and ask for a guided demo or schedule a live demo with us!

November will be an exciting month for VCC Live. Each conference promises to be an unmissable opportunity to gain inspiration, participate in brainstorming sessions and leverage networking. We look forward to hearing our fellow contact center experts talk about their latest experiences and best practices. We hope to meet some of you there!

VCC Live Partners Up With Axtel to Provide Companies With High-Quality Headsets

Posted on: October 10th, 2019 by dorarapcsak No Comments

In order to provide your customers with the best experience, you’ll need to have the right tools. And in the call center one of those tools is undoubtedly headsets.

And since it is agents who communicate with your customers and therefore represent your brand, you should make sure to equip them with the best quality headsets you can find.

Here at VCC Live, we’re not just simply a software solution provider. We also offer professional consultancy services, helping our customers find new ways to improve their performance.  Now we are taking things a step further by partnering up with Axtel in order to provide our customers with the best quality headsets around.

Over the past few years, headset technology has advanced significantly, with features like noise cancelling and wireless capabilities bringing major benefits to the call center. But what should you look for when purchasing a headset? Let’s see!

Work environment

Is your call center too noisy? If the answer is yes, then you should definitely choose a headset model that includes noise cancelling as a feature. On the other hand, if your call center office layout has been designed to minimize background noise, then you can focus on other important aspects when purchasing headsets, such as comfort, for example.

Comfort

Speaking of comfort, since your agents typically wear their headsets for 8 hours a day, it is of utmost importance to make sure you provide them with a comfortable headset. As such, make sure to look for a product that is lightweight, easily adjustable and comes with large ear cushions.

Sound Quality

Exceptional customer experience starts with crystal clear sound. This is exactly why you’ll need to choose a headset designed with sound quality in mind. Again, noise cancelling is one feature that enhances sound quality in headsets, as noise is a major issue in most call centers. So, definitely check for this when choosing the ideal headset. 

Axtel provides premium high-quality headsets, combining an advanced sound technology with an original design in one interface that is designed for the most demanding user. Their headsets guarantee clear and flawless communication on both sides.

Axtel’s premium products provide not only top quality sound and noise cancellation but are also extremely lightweight, offering agents possibly the highest level of comfort available on the market while wearing them. All headsets come with a two year guarantee.

As well as being available to buy, it is also possible to rent Axtel headsets from us. Our customers usually prefer renting as, on the one hand, it’s a lot more cost-effective, and on the other hand, all headsets are changed to new ones every two years, with ear cushions being replaced every year.

VCC Live is happy to be able to help you choose the most ideal headset for your call center. For further information about Axtel premium headsets, please contact your dedicated Key Account Manager or our customer service at support@vcc.live or +36 19996400.  

Clearing Up the Cloud: the Difference Between SaaS, IaaS and PaaS

Posted on: September 27th, 2019 by dorarapcsak No Comments

With the rise of cloud computing, “as a service” abbreviations became the new buzzwords in the business world.

The cloud is slowly becoming the norm among businesses, as the majority of companies have already started to move at least some of their operations from on premise to the cloud.

If you haven’t done so already, and are considering moving your operations to the cloud, you’ll need to get familiar with the main types of cloud computing that exist: SaaS, IaaS and PaaS.

In this article, we’ll explain the difference between SaaS, IaaS and PaaS, these often confusing abbreviations. Make sure to read on to find out which one is the most ideal for your business solution!

SaaS: Software as a Service

SaaS, or Software as a Service, is the most utilized form of cloud computing used by businesses. As its name suggests, SaaS refers to software solutions that are available over the internet via a third party. Businesses that use a SaaS solution rely on a third-party vendor who is responsible for hosting and maintaining the software.

As the software is hosted by a third party or provider, your company can gain access to the tool without having to install the application on your computers. Furthermore, the provider is also responsible for ensuring the software is always up and running, allowing you to significantly reduce maintenance costs.

SaaS solutions are becoming more and more popular among businesses as they are affordable, easy to use and scale, and don’t require IT knowledge in order to set them up.

Some examples of SaaS solution include Salesforce, Microsoft Office 365, and of course, our solution VCC Live.

IaaS: Infrastructure as a Service

Infrastructure as a Service, or IaaS, is another form of cloud computing that offers virtualized resources over the internet, meaning a provider utilizes their own hardware to host anything from software to servers and storage, and lending it out to users.

Similar to other forms of cloud computing, one major benefit of IaaS solutions is that they’re highly cost-effective. As we all know, maintaining an on premise IT infrastructure requires significant investment and maintenance costs. IaaS solutions, in contrast, allow businesses to only purchase resources they need, instead of having to buy physical hardware. In addition, IaaS solutions can also be easily scaled up or down when needed, bringing significant flexibility to businesses.

As it becomes less common to rely on on premise solutions, choosing an IaaS software is getting more and more popularity. And as they operate on a pay-as-you-use model, IaaS solutions are ideal for the majority of business, regardless of shape or size.

A great example of an IaaS provider is Microsoft Azure.

PaaS: Platform as a Service

The third main type of cloud computing is PaaS, or Platform as a Service, which also offers services to your business over the internet.

PaaS is very similar to IaaS, however, while IaaS delivers an infrastructure (for example servers), PaaS delivers an entire platform for businesses to build and develop their own applications. PaaS providers host hardware and software tools over the internet, which can typically be utilized by developers.

Again, the benefits are similar to other forms of cloud computing. Just as with other options, PaaS is also charged on a pay-as-you-go basis, allowing businesses to cut the costs of constructing their own physical servers and infrastructure. Furthermore, as everything is accessed via the internet, easy usage and flexibility are also characteristics of PaaS solutions.

One popular example of PaaS providers is Google App Engine.

Let’s recap the differences between SaaS, IaaS and PaaS: SaaS offers ready-to-use software solutions over the internet, IaaS delivers infrastructure and hosts virtualized resources (like a server) over the internet, while PaaS allows you to focus on app development instead of infrastructure management.