Case Study: Adevinta improves customer support efficiency with VCC Live

Improving Customer Support Efficiency by 20% With a Remote-Friendly, GDPR-Compliant Solution

Adevinta, the global online classifieds specialist operating in Hungary, needed a GDPR-compliant contact center solution after discovering that its previous system stored customer data outside the EU and lacked flexible deletion settings, strong software support, and remote-friendly capabilities. The company also wanted better call handling and easier access to statistics as its customer support team moved to fully remote work. VCC Live’s cloud-based contact center platform was the product used.

VCC Live implemented EU-based, GDPR-compliant data storage and configurable retention settings, along with in-app statistics, real-time reporting, skill-based routing, remote onboarding, call monitoring, Call Whispering, and customizable scripts. As a result, Adevinta was able to keep operations fully remote, improve agent training and supervision, expand its team, and reduce calls disconnected in queue by 20%.

Adevinta

Mária Hajcsák

Content and Safety Team Lead