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New Customer Experience in Banca Transilvania: Visual Call Center

Comunicat de presa 2022-08-11
New Customer Experience in Banca Transilvania: Visual Call Center

Banca Transilvania and the FICX (fka CallVU), a San Francisco CA-based CX Digitalization company launch a first on the Romanian market, the Visual Call Center, a new way for customers to interact with BT.

People who contact the Call Center team of Banca Transilvania by phone have the option of Visual Call Center, an interactive menu through which they can select the way to get information: self-service, chat, chatbot, BT Visual Help application or by entering into a dialogue with a BT consultant. The menu includes the most searched categories of information: from account balance, transactions, statements, IBAN, cards, BT Pay, BT24, Neo, loans, deposits, garnishments, to data updates. 

Access to the Visual Call Centre is in two steps:

  • By calling the BT Call Center (0264 30 80 28 or *8028);
  • Accessing the link received via SMS, which directs the customer to the visual platform without hanging up the call. 

“The launch of the Visual Call Centre brings to the customers a new additional way to perform their banking operations remotely over the phone and make the interaction with BT more accessible. In this partnership, the fintech brought in the agility and technology from its DNA, and Banca Transilvania with the expertise in customer knowledge, financial experience and tools that help us in the risk management.”  declares Ionela Ros, Contact Center & Customer Care Manager, Banca Transilvania.

“Optimized customer experience is key for the bank in providing value and creating customer engagement. This is driven with the use of advanced digital channels as well as the tools enabling the bank’s agility, to keep adding and modifying its digital assets given the evolving needs and customer preferences. declares Dr. Ori Faran, founder and Executive Director at FICX.

In the early phase of the newly-launched phase of using the platform, the bank noted the customers’ preference for the visual experience: over half of them accessed the Visual Call Centre between April and July this year. 

For the development of the Visual Call Center, Banca Transilvania also collaborated with Enterprise Business Systems.