Case Study: Photel achieves scalable remote contact center operations with VCC Live

Personalized KPIs’ and a Remote Workforce

Photel, a Hungarian outsourced contact center services provider, needed a way to manage diverse inbound and outbound campaigns with different KPIs while supporting a growing remote workforce. Before switching, they lacked accurate, campaign-specific statistics and effective tools for monitoring and agent feedback. VCC Live provided the cloud-based contact center software used to address these operational challenges.

With VCC Live’s customizable reports and KPI dashboards, project-independent CDR search, and real-time monitoring tools, Photel was able to track performance more accurately across campaigns, backtrack agent conversations easily, and manage remote agents more effectively. VCC Live helped Photel scale reports and metrics to fit each campaign’s needs, strengthen its home office culture, and maintain operations smoothly even during mobility restrictions.

Photel

Zoltán Szeremeta

Site Manager