VIER engage inbound and outbound


The Challenge

TeamBank had already been using a cloud ACD for its telephone customer service before 2015, but the necessary changes could only be made by the provider - a noticeable limitation. The fact that several independent systems with corresponding interfaces were also in use resulted in several maintenance contracts with various contact persons and considerable effort for knowledge development and maintenance. In outbound, on the other hand, the telephone contacts were dialled manually, which was very time consuming. It was time to switch to VIER!

The Solution

TeamBank has been using VIER engage since 2015. The ACD and the IVR are used for call pre-qualification. In addition, TeamBank switched to the VIER engage dialer for outbound calls. Since then, six to ten automated campaigns are carried out monthly by 25 employees at the Jena and Chemnitz locations via the dialer. The employees inquire about customer satisfaction or collect missing information for contract documents.

Inbound, about 100 employees at the Nuremberg, Jena and Chemnitz locations now answer about one million enquiries per year from end customers and partner banks in Germany and Austria. They deal with all concerns about "easyCredit", i.e. product advice, new business, existing business, dunning and sales support - often the employees also forward enquiries to downstream departments. All channels are processed via the client of VIER. Reporting, control and evaluation of the relevant data and key figures have also been standardised. The user-friendly interface of VIER engage also ensures that TeamBank can now implement necessary changes itself without delay.

About TeamBank

TeamBank AG looks back on a successful, decades-long history: "We are there for you: No matter when, no matter where!" - this is the promise of TeamBank AG, which in the past appeared under changing names due to mergers. In 2007, it emerged as the successor to Norisbank AG and, as a member of the Volksbanken Raiffeisenbanken cooperative financial group, is networked with strong partners. With the instalment loan "easyCredit", the financial service provider serves the individual demands and needs of its customers. In doing so, it also places particular emphasis on consumer friendliness in customer service.

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