Formerly, a BNP Paribas Joint Venture, Turkish Economy Bank (TEB) is one of Turkey’s oldest financial institutions. TEB needed to increase the efficiency of its customer interaction center with more than 500 agents. They were looking for automation solutions to help agents with the high volume of incoming calls.
INCREASE IN IVR COMPLETION RATES
ANNUAL SAVINGS
SIGNIFICANT DECREASE IN HANG-UP RATES
“ Sestek Conversational IVR removes complicated menus from traditional IVR, guides customer's callers to the right destination faster, and allows them to complete their transactions with ease. Our customers' quick adaptation to this technology is the proof of success.
HEAD OF CONTACT CENTER TEB
TEB provides 24/7 phone banking services to its customers. A high volume of calls to its agents through traditional IVR negatively affects waiting time and the overall customer experience. TEB needed an effective and user-friendly solution to provide an improved experience with the help of self-service.
With Conversational IVR technology, customers are welcomed by the voice response system and successfully routed to the correct menu without the need for live agents. The implementation was done without the need for any additional upgrades to the existing IVR infrastructure, and it helped increase IVR completion rates by 5% and resulted in 250K USD cost savings annually.
Conversational IVR combines automated speech recognition (ASR) with natural language processing (NLP). The solution replaces traditional touch-tone menus with simple verbal requests. It helps companies handle customer calls more effectively and cut operational costs. Converting to Conversational IVR does not require additional upgrades for the existing IVR infrastructure.
TEB is one of the oldest financial services groups in Turkey. TEB has been aggressively expanding its retail network in Turkey ever since and had more than 500 branches. The bank is ranked the 11th largest bank in Turkey.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience
