CONVERSATIONAL IVR CASE STUDY

HOW THIS PENSION FUND IMPROVED CUSTOMER EXPERIENCE

THE CUSTOMER

Subsidiary of one of Turkey’s largest private sector banks, Garanti Pension And Life operates out of 112 regional offices and 1000 Garanti BBVA branches. It is the first pension fund established in Turkey and it is the market leader. The company was looking for solutions to increase effectiveness of its contact center operations.

THE PROBLEM

All incoming calls to Garanti Pension’s contact center were answered by live customer representatives. This process was time-consuming and prevented customer representatives from providing additional customer services. The call center could only provide support within business hours, instead of offering 24/7 support. Garanti needed a solution to increase automation and accessibility for its customers.

THE SOLUTION

Using Conversational IVR that allows customers to interact with IVR systems with voice, helped Garanti increase call completion rate in IVR to 82%.

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Increased
call completion rate
to 82%

The Results

83% OF INCOMING CALLS WERE HANDLED BY CONVERSATIONAL IVR
CALL COMPLETION RATE FOR SELF-SERVICE INCREASED TO 82%
SIGNIFICANT IMPROVEMENT IN CUSTOMER EXPERIENCE
IN THE IVR CHANNEL
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Subsidiary of one of Turkey’s largest private sector banks, Garanti Pension And Life was founded in 1992 and it operates out of 112 regional offices and 1000 Garanti Bank branches.

ABOUT CONVERSATIONAL IVR

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.

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