Oana Ilaș: "Interaction with the Call Center has become much more transparent and accessible"

Oana Ilaș, Deputy General Manager Retail Banking at Banca Transilvania, gave an interview to Future Banking on the digital transformation achieved in the Contact Center & Customer Care department in the last 5 years, thanks to the collaboration with CallVU.

A few figures:

• 57% of customers choose to resolve queries via BT Visual Help or chatbot.
• 3 million sessions initiated by BT customers through BT Visual Help and Visual Call Center in the first half of 2024
• >200,000 statements were obtained directly through BT Visual Help

"CallVU came with what we wanted, a solution to digitize customer interaction with the BT Call Center, which clearly helped us take a big step forward in our strategy: focus on technology and building the bank's digital branding. We started gradually. First, customers who called us were guided to BT Visual Help for the usual information such as account balance, transactions, etc., with the platform integrated into our Call Center ecosystem."

"Call center interaction has become much more transparent and accessible in the context of rapid and pervasive digitalization. Customers now have a variety of support channels at their disposal, and our goal is to orchestrate them effectively to strike the right balance between human connection and the benefits of digital tools at every step of the customer journey. What's more, in 2023 we've taken an innovative step forward: we can identify through BT Pay the customers who call us in the Call Center, ensuring an increasingly seamless and efficient experience."

Read more about BT Visual Help and BT Visual Call Center interactive solutions here.