As a leading e-commerce company in Turkey, Hepsiburada brings together more than 200 million product varieties in over 30 categories. Hepsiburada implemented SESTEK’s Automated Quality Management to improve agent performance for a customer-centric approach at the call center.
INCREASE IN QM EFFICIENCY
INCREASE IN THE NUMBER OF EVALUATIONS
INCREASE IN FEEDBACK
“ This partnership has increased our efficiency by streamlining our quality management and provided significant improvements in agent performance. We were able to analyze customer calls faster and had the opportunity to provide constructive feedback to our agents. SESTEK's technology not only met our expectations but also became a tool we can recommend for any organization aiming to upgrade customer service operations.
HEPSIBURADA – TRAINING & QUALITY MANAGER
Hepsiburada, the leading e-commerce platform in Turkey, faced significant challenges in managing the quality and efficiency of its customer service operations. With a high volume of daily calls, traditional quality management processes only allowed for the evaluation of a small percentage of calls. The lack of a complete view hindered comprehensive analysis, losing crucial insights into agent performance and customer trends.
Partnering with SESTEK, a global technology vendor specializing in Speech Analytics and Automated Quality Management Solutions for contact centers, Hepsiburada implemented cutting-edge QM technology to increase efficiency at its call center. This solution enabled the analysis of 100% of customer calls, providing objective insights for enhancing agent performance and customer experience. The project brought a fresh perspective to transaction analysis, addressing the limitations of traditional call evaluations.
Knovvu AQM collects, monitors and scores 100% of customer-agent conversations (call, chat, and video) according to script adherence, acoustic indicators, and emotional features. This enables supervisors to score and maximize agent performance with tangible feedback objectively. Equipped with a hybrid approach, the product improves efficiency by using automation to score performance, and supervisors can manually make granular adjustments if necessary.
Hepsiburada, as a leading e-commerce force in Türkiye, brings together over 200 million product varieties across 30 categories through expert teams. Processing almost ten million monthly orders, the company leads the digital transformation in Türkiye's e-commerce sector with a customer-centric marketplace, a massive Smart Operations Center, and an industry-setting R&D Center. Their innovative investments spawn new brands and services, fostering benefits for stakeholders and the industry. With a 20-year journey of innovation, Hepsiburada stands proudly as the company listed on NASDAQ.
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