Case Study: CEC Bank achieves stronger agent performance with ZOOM International

CEC Bank, getting big results out of a small contact center with ZOOM!

CEC Bank, the oldest state bank in Romania, needed to improve performance in its small, inbound contact center of five agents handling telephone banking transactions. Using Cisco UCCX, the bank chose ZOOM International’s Quality Management and call recording capabilities to better monitor calls, support compliance, and strengthen agent coaching.

ZOOM International implemented Call Recording, Screen Capture, Live Monitoring, and Quality Management as part of its ZOOM ScoreCARD solution. The result was easier call evaluation, faster feedback to agents, and better alignment between agent priorities and management expectations, while call and screen recordings also helped trace CRM errors more effectively.

CEC Bank

Roxana Grumazescu

Telephone Banking Coordinator