Case Study: Waberer achieves 20% workforce savings with VCC Live

Saving 20% of Workforce With Automation For Better Contact Center Efficiency

Waberer, a Hungarian non-life insurance company based in Budapest, needed a more flexible contact center solution to support its customer service and telesales operations. Its on-premise system lacked automation, required IT involvement for changes, and could not handle local call recording compliance requirements. Waberer turned to VCC Live’s cloud-based contact center software to modernize its processes and support a small team of agents more efficiently.

With VCC Live, Waberer implemented automated call recording controls, real-time monitoring, reporting, and automated email alerts, while enabling agents to work remotely and supervisors to manage campaigns without technical help. The result was a 27% increase in customer satisfaction, a 15% reduction in maintenance costs, and a 20% workforce saving through automation. Waberer also expanded VCC Live use into telesales, improving overall contact center efficiency.

Waberer

Anna Fekete

Head of Customer Support