BT customers are increasingly choosing interactive self-service solutions when calling Contact Center & Customer Care

Over 50% of the requests received at Banca Transilvania's Contact Center & Customer Care are handled by customers using BT Visual Help and BT Visual Call Center interactive 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 is playing a significant role in increasing the preference for self-service through the new customer experience it offers.

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

Historic highs in BT Contact Center & Customer Care business are underpinned by Banca Transilvania's investment in digitalization. CallVU, a San Francisco-based company specializing in customer experience, has been the main partner of BT Contact Center & Customer Care's digital transformation since 2019. Together they have launched next-generation solutions aimed at digitizing customer interaction, BT Visual Help (2019) and BT Visual Call Center (2022).

"Working with CallVU has made an important contribution to the digital transformation of BT Contact Center & Customer Care, increasing the capacity to handle our customers' inquiries and the degree of digital adoption. With accessible and interactive solutions, customers find it easier to search for solutions through self-help. Customer service has been transformed into digital customer service."
Oana Ilaș, Deputy CEO Retail Banking, Banca Transilvania

"Surveys have consistently demonstrated the public’s preference for efficient self-serve options. Our team greatly enjoyed working with the first-rate executives at Banca Transilvania to design and implement the right solutions for their customers. It’s gratifying to see so many of their customers responding because efficient customer service is is a top contributor to customer loyalty."
Dr. Ori Faran, CEO CallVU

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

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

• Telephone callers to the BT Contact Center & Customer Care (+40 264308028) are guided to the BT Visual Call Center, which has all the bank's self-service channels integrated.
• BT Visual Call Center:
  • Turns the phone call into a visual session and provides the customer with several self-service options: the BT Visual Help, Ino chatbot and Întreb BT.
  • Connects the customer with the BT Contact Center & Customer Care team every step of the way, by phone or live chat.
• BT Visual Help:
  • is the bank's main self-service channel.
  • almost 90% of customers are satisfied/very satisfied with BT Visual Help, according to the feedback provided immediately after using the app.
  • helps finding out information about accounts, cards, transactions, loans and deposits, as well as performing actions such as: blocking the card, changing the card’s limits, disputing a card transaction, generating an account statement and IBAN list, requesting the release of the amount due in case of a foreclosure, etc.
  • allows you to contact a BT consultant by chat or by telephone.
  • can be accessed through the BT Visual Call Center and by calling direct (+40 264308000).

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