Posts Tagged ‘VCC News’

Measures Taken to Ensure Business Continuity at VCC Live During the Pandemic

Posted on: March 13th, 2020 by Dr. Gábor Fehér No Comments

With potential disruption from the current pandemic, we spent the last few weeks adding additional steps to our business continuity plan and testing our capacity to work remotely.

At VCC Live, we’ve always been committed to keeping your business safe and secure at all times, and took several steps throughout the years to ensure we’ll be able to continue providing you with the highest levels of service even in the event of an unexpected scenario.

Our ISO22301 certificate – an international standard for Business Continuity Management Systems – is the ultimate proof that our organization is prepared for the unexpected and will continue to operate without any major impact during such scenarios.

In light of the ongoing pandemic, we have taken additional steps to help keep our colleagues safe, and also prepared our team in the event of possible mass remote work:

1. We placed sterilizing products in our office and encouraged our colleagues to avoid any form of physical contact.

2. We provided all necessary infrastructure, devices and accesses needed by our workforce, enabling each of them to work remotely as required.

3. We reviewed and added new communications channels in order to keep internal and external communications secure and smooth at all times.

4. All employees are now required to take their laptop home every day, so that they can work remotely at short notice the next day if needed.

5. Everyone at the company has been offered the opportunity to work from home in case they feel this option is safer.

6. We canceled all external meetings and restricted internal meeting attendance to 3 people maximum.

7. We canceled all business trips and attendance at conferences in the forthcoming months

We can confidently say that all conditions have been met to allow VCC Live to be able to switch to mass remote working at a moment’s notice, ensuring that your business won’t be affected by any such transition.

In these business-critical times, acting quickly is key for the sake of both our employees and customers. We encourage everyone to take the same measures and wish good health to you and those around you. 

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!

City Connect Chose VCC Live to Power Their Customer Experience Services

Posted on: August 26th, 2019 by dorarapcsak No Comments

We are more than delighted to announce that City Connect decided to leverage VCC Live’s solution to power their customer experience services in Croatia to start with.

City Connect is an established business process and technology outsourcing (BPTO) provider with several offices in Europe (www.citycc.eu), specialized in omnichannel customer experience, sales and marketing services. Their mission is to deliver next-generation customer experiences and help companies connect with their customers and partners every day, around the world.

As a company aiming to deliver exceptional customer experience, City Connect needed a technology solution that allowed them to live up to its customers’ increasing expectations. As such, City Connect decided to leverage VCC Live’s professional package including advanced features, such as an intelligent predictive dialer, dashboard and real-time analytics.

As providing sales and marketing services amongst others, City Connect’s success greatly depends on the efficiency of services through outbound channels. With VCC Live’s intelligent predictive dialer, the company can now fine-tune their outbound campaigns by setting unique parameters.

Furthermore, in order to be able to reach excellence in their operations, VCC Live provided City Connect with customizable analytics. Among other things, with our export editor, the company is able to determine and customize what data to export from their databases. 

Last but not least, City Connect needed a solution that allowed them to monitor their performance in real-time. With our powerful dashboard, City Connect is able to see and monitor the most essential KPIs in real-time, including historical call data.

We are looking forward to a fruitful partnership with City Connect, and are ready to help them deliver the best possible results to their customers across the world.” – Norbert Simán, Customer Success Manager at VCC Live

Our company recognizes ever-increasing necessity to provide state of the art efficient and versatile software solution to connect with our clients and their customers. VCC Live meets our high expectations and offers an additional value to our proposal.” – Ivica Mađura, Director at City Connect

Video Identification Is Now Available On VCC Live Desk

Posted on: May 24th, 2019 by dorarapcsak No Comments

In an age of digitalization and increasing customer expectations, the demand for remote identification services is growing faster and faster. And video, which has shown continued growth over the past few years, is the ideal tool to make customer identification simpler than ever.

At VCC Live®, our mission is to constantly focus on innovation and look for new ideas to create an as convenient as possible customer experience. As such, we’re delighted to announce that video identification is now available as part of VCC Live®’s solution.

Video identification is a simple, quick and highly secure method of remotely verifying customers. It helps prevent identity fraud, speeds up customer service and increase customer satisfaction – and it’s definitely a technology that is here to stay.

How does video identification work on VCC Live Desk? It’s simple:

  1. An agent offers a customer the opportunity to be identified via video call
  2. The agent sends an SMS with instructions and a link to the video call
  3. The customer clicks on the link and the video call begins
  4. The customer looks into the camera and holds up an appropriate identification card
  5. The agent takes a photo and checks the quality
  6. The agent informs the customer if the identification was successful

Customers increasingly expect companies to provide them with a smooth and convenient customer experience. However, in the banking industry, for example, until recently, because of the need for personal identification, customers usually needed to go physically to their nearest bank to get their issues resolved.

Now, though, with VCC Live’s video identification, customers can verify themselves at any time, and from anywhere. This method of identification at VCC Live is not only highly secure, it is also recorded and can be replayed at any later date.

Interested in our video identification feature? Check out our demo video! 

Sun Finance Chose VCC Live® to Fuel Their Operations in Europe

Posted on: May 3rd, 2019 by dorarapcsak No Comments

We’re delighted to announce that Sun Finance chose VCC Live® to fuel their 250-operator consumer lending operations in Europe.

Sun Finance is a fast-growing online consumer lending company with headquarters in Riga, Latvia, and several offices around the world. The company uses the latest technology solutions in order to stay on top of the competition, allowing them to ensure instant consumer identification and scoring.

As such, Sun Finance needed an innovative solution that was able to live up to their expectations, while also allowing them to offer exceptional support to their customers. In particular, the company was looking for call center software that could provide an all-in-one multichannel solution that was flexible and easy to scale up. And this is where VCC Live®, with all its advanced features, came into play.

As Sun Finance operates offices in several countries around the world, having unified communication with their customers on a single platform is of utmost importance to them. A major advantage of VCC Live®’s system is that all features required are available in an all-in-one solution. Therefore, agents at Sun Finance don’t need to spend their time setting up several systems and navigating around them. Instead, they are able to access everything they need by simply using VCC Live®’s all-in-one solution.

In addition, the company needs to leverage several channels in order to be able to reach their customers on their preferred channel. VCC Live®’s multichannel solution gives them the perfect opportunity to interact with their customers across a wide range of channels, including phone, email, SMS, chat and social media.

And as one of the fastest-growing online consumer lending companies operating on four continents, Sun Finance was looking for a solution that is not only flexible but also easy to up-scale. VCC Live®’s system is customizable based on unique customer needs, offering Sun Finance a high level of flexibility and scalability.

Dániel Severa, Customer Success Manager at VCC Live®, said: “We are constantly looking to explore international markets. We are delighted to be able to provide Sun Finance with our solution and we are proud that they will be using our solution in all of their offices in Europe. We’re looking forward to a fruitful partnership with them.

About Sun Finance:

Sun Finance is the fastest-growing online consumer lending company in Europe, utilizing the latest technologies to achieve excellence in their projects. With headquarters in Riga, Latvia, and offices in 4 continents, the company offers a fintech-friendly environment, a high-quality legal setup, as well as an extensive labour market of experienced online consumer lending, data science and IT professionals.

Our Data Security Steps to Keep Your Business Covered

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

In our ever-connected world, data is everywhere. But having access to an ever-increasing amount of information has also led to a number of challenges. One challenge is that organizations storing sensitive customer data have become a major target for cybercriminals.

Although there is no complete escape from a potential data breach, with thorough preparation, it is possible to mitigate the risks.

At VCC Live®, we’ve always been committed to data security, and took several data security steps throughout the years to keep your business covered. Among other things, this is why we’ve been working hard over the past years to make our company fully GDPR compliant.

Furthermore, being proud holders of the PCI DSS certificate and ISO27001 and ISO22301 certificates – some of the strictest data privacy certificates around– is the ultimate proof of our success in keeping our business data safe and secure.

The PCI DSS certificate applies to any organization that accepts credit and debit card payments. We are proud that this year saw our certificate renewed for the fourth time.

The ISO27001 certificate outlines guidelines for information and data security, and matches the GDPR regulation introduced in 2018. The aim of the ISO22301 certificate is to guarantee business continuity and create stable company practices.

These certificates are absolutely invaluable when we’re assessing internal and external risks, and are equally important when we’re preparing detailed plans for all potentially critical business situations.

With the evolution of cybercrime, businesses handling valuable customer data really do need to take all necessary measures to protect their data. Still, regardless of how thorough your preparation is, data breaches do happen at even the biggest organizations, causing disastrous financial consequences.

In such cases, Cyber Liability Insurance can make or break your business. As such, reflecting our continued desire to be at the cutting edge of security, we have taken the next step towards our dedication to data privacy, and are more than delighted to announce that VCC Live® has signed a Cyber Liability Insurance.

We are proud to say that we are at the cutting edge in this respect too, being among one of only a few companies in this industry who take data security 100% seriously. Nothing proves this better than our GDPR compliant processes and data privacy certificates, along with our new Cyber Liability Insurance.

Connections Romania Chooses VCC Live® to Achieve Customer Excellence

Posted on: February 7th, 2019 by dorarapcsak No Comments

Connections Romania is a growing BPO company, with headquarters in Bucharest, Romania and offices in Belgrade, Serbia and Sofia, Bulgaria. Established in 2005, the company, based on the Outsourcing business model, provides outsourcing services such as IT helpdesk, Customer Service, HR, and Financial Processes, to a wide range of international clients.

Recently, a German group of companies offering products and services in the Automotive industry asked Connections Romania to provide internal support to their employees located at several offices in Germany.

In order to successfully handle this request from their German client, Connections Romania needed to search for the ideal call center technology to help them live up to their client’s expectations. In particular, they required advanced inbound features that ensured that no incoming calls would be missed from their client’s employees. Furthermore, they needed to be able to leverage intelligent reporting and monitoring tools in order to get the most of their operations.

After the initial negotiations regarding the company’s requirements, the partnership between Connections Romania and VCC Live® began.

Dan Deschidar, Customer Success Manager at VCC Live®, said: “We are really delighted to be able to work together with Connections Romania. From the very beginning, we were on the same page and the implementation process went incredibly smoothly. We are looking forward to a fruitful partnership with the company, and are ready to help them achieve excellence in all their projects.”

VCC Live®’s team provided Connections Romania with customized inbound features based on their specific business needs. With powerful monitoring and reporting tools, Connections Romania also has access to 13 different reports that track their processes and measure their performance. In addition, thanks to VCC Live®’s highly customizable reporting tools, the company can simply add and customize further reports to the dashboards as required, allowing them to always see the whole picture of their business.

About Connections Romania

Connections Romania is a fast-growing and innovative technology company, offering businesses the possibility to improve and align with current digital trends, by using technology tools to boost their strategical KPIs and adapt to global market challenges. Connections operates four business verticals: IT Infrastructure Operations Support, Automation Services (RPA), Digital Business Process Management and Software Development. The company was founded in 2005 with the aim of becoming the market leader in business consultancy services, differentiating themselves from the competition by their quality, speed of reaction, ethics, talent and client focus.

A Day in the Life of VCC Live®’s Support Team

Posted on: January 10th, 2019 by András Czúth No Comments

So you’re thinking of joining VCC Live®’s support team but you’re not quite sure if it’s the right move for you? To help you out, this article aims to give you an idea of what it’s like to work as part of the support team at an innovative tech company providing cloud-based contact center solutions worldwide.

Read on and get a peek into the average day in the life of VCC Live®’s support team!

Responsibilities and skills

In a nutshell, we spend most of our time helping out our clients with questions and issues connected with our software solution. Sounds easy, right? However, there’s definitely more to this job than meets the eye.

VCC Live® provides a complex software solution that comes with a wide range of features suitable for all types of companies, from small SMEs to large enterprises. As a result, in order to best serve our 400+ customers located around the world, our customer service representatives need to have an in-depth knowledge and understanding of cloud-based technology, the call center industry in general, and our product in particular.

As our team supports call centers on a daily basis, it is essential for them to be able to see the causal relationships between issues, and rely on their self-sufficiency and creativity to come up with unique solutions. And as our aim is to help call centers work seamlessly from top to bottom, supervisors, as well as agents, are also very welcome in our team.

The support team’s main responsibilities can be divided into three areas: troubleshooting, testing and consultancy services.

Troubleshooting

Our team provides multichannel customer service via phone, email and chat. Troubleshooting activities focus on solving customer issues, from handling simple queries to dealing with complex difficulties that require cooperation with the technology department. As our company also provides telco services, we deal with telco-related issues as well as software-related issues. These days it is common for telco operators to provide 24/7 customer service around the world. And in order to meet the ever-increasing customer needs, our team offers the possibility of continuous support even 24 hours a day.

Testing

Based on our customer-centric approach and agile development methods, we constantly develop our solution based on unique business needs. Therefore, another important task for our team is to support the development team by testing new features before they are released, and providing invaluable feedback on pain points.

Providing consultancy

Our software comes with a wide range of features, and the support team is expected to know every one of them like the back of their hand. Due to the solid experience we’ve acquired over the years working with a wide range of customers in various fields, we now have an in-depth overview of how customer service teams globally operate, therefore we can often come up with solutions our clients would have never thought of. As such, in cooperation with our key account management team, we are able to provide our clients with consultancy services. Furthermore, as we try to help call centers work to their maximum effectiveness, as well as understanding what call center agents do on a daily basis, the support team also needs to think at a supervisor managerial level. Of course, mastering such a complex software solution requires significant time and training, as we here at VCC Live® know very well.

Training and induction periods

As a global leader in providing call center services, we know that excellent customer experience makes all the difference. As such, our company puts great emphasis on new support team members induction and training periods, ensuring they are given enough time to fully understand our product.

In fact, our induction period lasts for 3 months, allowing new staff to master our product step by step: after all, great customer service starts with thorough product knowledge.

During the induction period, our continuous training opportunities help our colleagues build the confidence to deal effectively with customers. As such, we often sit together and review interesting resolved issues that new members can learn from.

Furthermore, we provide new team players with a ‘safety net’, encouraging them to ask for help and advice from team leaders when required.

Long-term opportunities

We constantly aim to create a workplace where our employees are encouraged to plan for the long term. In fact, career paths have always been of the utmost importance at VCC Live®.

We usually say that VCC Live®’s support team is the company’s ‘incubator’, as those who have the ambitions are always given the opportunity to improve and later move up to the sales, key account management or even development teams.

As such, we put great emphasis on offering internal job promotion opportunities when our team members reach their maximum potential in the support team and are ready to move up the career ladder.

For example, in 2018 several members of the VCC Live® support team became key account managers at the company, while another team member is soon scheduled to begin as a quality assurance specialist in the technology department.  

We’re constantly on the lookout for new talent to join our team. If you’re interested, check out the open positions on our career page!