Over 50% of the requests received by Banca Transilvania through Contact Center & Customer Care are handled by customers using the interactive BT Visual Help and BT Visual Call Center solutions.

In the first half of the year, almost 3 million visual sessions were initiated by the bank’s customers. The BT Visual Call Center platform plays a significant role in strengthening the preference for self-service  through the new experience it offers.

CallVU, the main partner for the digital transformation of BT Contact Center & Customer Care

Record activity levels at BT Contact Center & Customer Care are supported by Banca Transilvania’s investments in digitalization. CallVU, a San Francisco-based customer experience company, has been, since 2019, the main partner for the digital transformation of BT Contact Center & Customer Care. Together they have launched cutting-edge solutions designed to digitize customer interactions: BT Visual Help (2019) and BT Visual Call Center (2022).

“Our collaboration with CallVU has been essential to the digital transformation of the Contact Center & Customer Care Division, to increasing our capacity to handle customer requests, and to advancing customers’ adoption of digital. With accessible, interactive solutions, it is increasingly easy for customers to find answers via self-service. In effect, customer service has become digital customer experience.”
Oana Ilaș, Deputy CEO, Retail Banking, Banca Transilvania

“Market research has consistently shown the public’s preference for efficient self-service options. Our team worked very well with Banca Transilvania to design and implement the right solutions for customers. We are pleased to see that such a large number of BT clients prefer self-service solutions because an efficient service is essential to building customer loyalty.”
Dr. Ori Faran, CEO of CallVU

BT Contact Center & Customer Care: multiple communication and collaboration channels for customers

The BT Contact Center & Customer Care ecosystem includes multiple communication and collaboration channels for customers who need support: phone, email, chat and interactive self-service. 

• Callers to BT Contact Center & Customer Care (+40 264308028) are directed to BT Visual Call Center, which integrates all the bank’s self-service  channels.
• BT Visual Call Center:
  • turns the phone call into a visual session and offers customers several self-service options: BT Visual Help, the Ino chatbot and Întreb BT.
  • connects customers with the BT Contact Center & Customer Care team at every step, by phone or live chat.
• BT Visual Help:
  • is the bank’s primary self-service channel.
  • nearly 90% of customers are satisfied or very satisfied with BT Visual Help, based on feedback submitted immediately after using the application.
  • helps customers find information about accounts, cards, transactions, loans and personal savings, and carry out actions such as: blocking a card, changing card limits, disputing a card transaction, generating the account statement and the list of IBANs, requesting the release of the amount due in case of a garnishment, etc.
  • allows customers to get in touch with a BT adviser via chat or by phone.
  • can be accessed via BT Visual Call Center and by calling directly (+40 264308000).

Banca Transilvania has over 4.3 million active customers, and 92% of them bank digitally, using at least one banking application.