Using Agent Performance Analytics, ING Turkey monitored and analyzed 100% of all customer conversations and gained valuable insights to improve both customer experience and agent performance.
INCREASE IN SALES CONVERSATIONS
INCREASE IN PROFIT PER AGENT
DECREASE IN CUSTOMER COMPLAINT CALLS
“ Using Agent Performance Analytics, supervisors were able to monitor and analyse sales conversations and provide feedback to agents effectively. The technology helped detect possible customer complaints in advance and enabled responsible teams to respond proactively.
ING Turkey
ING Turkey was searching for a solution to evaluate 100% of all interactions and effectively analyze them for actionable results to improve agent performance and increase sales revenue. Monitoring and analyzing contact center interactions are difficult tasks because of the vast amount of customer calls. Performing these tasks manually is time-consuming and expensive.
Using Agent Performance Analytics, ING Turkey monitored and analyzed 100% of all customer conversations and gained valuable insights to improve both customer experience and agent performance.
Agent Performance Analytics provides an automated solution to boost agent performance. This automated reporting interface generates evaluations on all recorded customer interactions, providing supervisors with crucial data to improve customer and agent experience. Using intelligent and customizable evaluation forms, advanced call filtering systems, and a user-friendly interface, the Sestek Agent Performance Analytics system will help reduce operational costs while improving call center performance.
ING Turkey, a part of ING Group, one of the largest financial institutions globally, was targeting to increase sales performance effectively to manage its call center operations with more than 200 agents.
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