Customers who want to contact the BT Customer Care & Contact Center by phone can check the real-time average wait time in advance on the bank’s website, on the BT Help page.

The call center team is the first line in interactions with customers who reach out to BT, including for applications to defer loan repayments — a facility available to people affected by the current social and economic context:

• At present, the call center handles on average 20,000 phone calls a day — twice the usual volume. Until recently, the average was three times higher.
• The waiting time to get through by phone to one of our colleagues has roughly tripled. Calls with customers last longer because they need more detail and support.
• The team is on the front line 24/7.

Phone remains the main channel chosen by BT customers when they contact the Call Center team. The team also provides support via two other channels: email (contact@btrl.ro) and video chat (for NEO customers).

Here are the remote options for getting information: 

• The bank’s website;
• Intreb BT, a Q&A platform about BT products and services;
• The BT Help page, where all self-banking solutions are presented: chatbots, apps and multifunctional ATMs.

In March this year, Banca Transilvania announced that the status of requests to defer loan repayments is published on the bank’s website, so customers can see the number of requests, the number resolved, and how many have been approved and declined. Of the more than 29,000 requests on record to date, over 25,000 have been resolved so far, with BT giving a positive response in 95.5% of cases.