Case Study: TBI Bank achieves 95% call handling and 50% efficiency gains with VCC Live

How TBI Bank was able to hit new levels of contact center excellence

TBI Bank, a financial and lending services provider operating across Europe, needed to replace its outdated call center system. The bank was struggling to handle high inbound call volumes during peak periods and lacked accurate reporting data for KPIs and SLA tracking. VCC Live’s cloud-based contact center solution was introduced to improve call handling and provide better customer data insights.

With VCC Live’s real-time monitoring tools and intelligent inbound features, TBI Bank was able to manage peak call traffic more effectively and gain accurate visibility into key operational metrics. The results included handling over 95% of incoming calls, improving efficiency by more than 50% since April 2019, and delivering a better customer experience.

TBI Bank

Darya V. Kotseva

Customer Service Director