Banca Transilvania Compliance and Service Quality Enhancement

This document is a case study detailing the partnership between Banca Transilvania and ASC Technologies, which has been in place since 2011. The primary objective of this collaboration is to ensure compliance with the MiFID II regulation, which mandates comprehensive recording and archiving of customer interactions. Banca Transilvania faces the challenge of maintaining high service quality in its contact centers while adhering to these regulatory requirements. The ASC Neo solution provides a customized approach that allows the bank to accurately record all critical communication channels, ensuring compliance with MiFID II. Additionally, the INSPIRATIONneo quality management module is utilized to enhance service quality by evaluating calls and identifying areas for agent development. This partnership has enabled Banca Transilvania to continuously improve operational efficiency and customer satisfaction while meeting stringent regulatory standards.