Maximizing the efficiency of incoming calls with VCC Live
TBI Bank is a next-generation bank with headquarters in Sofia, Bulgaria, offering simple and convenient products and services in the field of consumer finance and business lending to more than 1.4 million customers across Europe. Recognized as the most profitable bank in Bulgaria in each of the last three years, TBI Bank competes with the largest players with the ambitious goal is to become a digital bank with a wide range of online and mobile solutions for consumer finance and lending to small and medium-sized enterprises. https://tbibank.bg/en/
As a major bank operating in Bulgaria and Romania, TBI Bank receives a great number of incoming calls on a daily basis. However, as they used an outdated system, the company was not able to efficiently handle these calls, receiving constant negative feedback from customers about unanswered calls.
Furthermore, as with the previous system it was difficult for TBI Bank to measure and analyze their data, the company could not leverage from any customer information that could help them improve their SLA. As a result, the company often failed to efficiently handle incoming calls during peak times.
Without seeing the whole picture, TBI Bank was constantly struggling to find out how to be more effective and what to change in order to improve their processes.
Implementing VCC Live’s cloud-based solution in Romania and Bulgaria has made all the difference, allowing TBI Bank to access the software anytime and from anywhere, without having to pay for constant maintenance.