Teknosa leads the technology retail sector in Türkiye with a diverse range of products, from electronics to home appliances, delivering innovative, customer-focused services. Teknosa enhanced its call center performance by using speech analytics and automated quality management (AQM) solutions.
IMPROVEMENT IN CUSTOMER SERVICE QUALITY SCORES
FASTER RESOLUTION IN CALLS MARKED URGENT
IMPROVEMENT IN AGENT SILENCE RATES
“ SESTEK’s AI-powered solutions have significantly improved our processes and contributed to managing our operations more efficiently and cost-effectively. With Speech Analytics solution, all customer calls are evaluated, complaints are automatically categorized, and with the support of notification process for urgent cases, we have enhanced our service quality to the maximum.
Customer Services & Channel Development Sr. Manager, TeknoSA
With a call center handling thousands of calls daily, the quality management teams were only able to assess 5% of these calls. This represents a vital gap when making informed decisions and could lead to the failure to detect customer issues promptly. Teknosa, focusing on more effectively managing processes with new technologies and enhancing the customer experience, initiated a digital transformation process in its Call Center.
Using SESTEK's speech analytics and automated quality management solutions, Teknosa analyzed 100% of calls and accessed actionable insights for improving performance. These insights were used to enhance the performance of call center representatives and improve the customer experience. The actions taken based on the feedback provided to the representatives led to improvements in service quality, while automated evaluations increased quality scores. The ability to quickly identify urgent customer issues was enhanced, and errors in call management by agents were automatically identified. As a result, customer satisfaction increased, and call center performance was maximized.
Knovvu Analytics collects 100% of customer interaction data at customer service channels and converts it into meaningful information for decision-makers. The solution provides critical insights to understand customers better and help to improve their experiences. Equipped with advanced quality management tools, Knovvu Analytics enables supervisors to objectively score and maximize agent performance with tangible feedback.
Teknosa, established in 2000, serves as a sales and marketing platform for the electronics retail sector. As Türkiye’s largest retail chain with 200+ locations and its highly-traffic website, Teknosa attracts over 200 million customers annually.
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