Case Study: Szallas.hu achieves 80% call retention with VCC Live

Accurate KPI’s and agent development

Szallas.hu, a Hungarian tourism platform based in Budapest, partnered with VCC Live to improve its customer service operations. Before the switch, the team lacked comprehensive data, call monitoring, and agent feedback tools, which led to poor service quality and the loss of 30 to 50 percent of incoming calls.

With VCC Live’s cloud-based multichannel contact center, Szallas.hu gained real-time analytics, call statistics, and features like agent monitoring, listen-in, and call whispering to support training and feedback. As a result, the company achieved an 80 percent call retention rate, optimized operations with accessible data, and enabled continuous agent development, while also maintaining uninterrupted service during mobility restrictions.

Szallas.hu

Enikő Mezey

Operational Manager of the Hungarian Customer Service Team