SPEECH ANALYTICS CASE STUDY

HOW THIS MARKET-LEADING PENSION FUND IMPROVED CALL CENTER EFFICIENCY

THE CUSTOMER

A 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 the efficiency of its contact center operations.

THE PROBLEM

As being the market leader, Garanti Pension’s call center receives a large number of calls, and it was impossible to review all the calls for quality management reasons. Only a small percentage of the calls were being evaluated, and vital data for agent performance and insight about customer trends was lost.

THE SOLUTION

By analyzing 100% of all interactions, Speech Analytics makes it possible to get important insights on agent performance, marketing and sales trends, customer satisfaction and compliance management.

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Non-compliance
to agent scripts
decreased by 88%

quote-leftAs a result of our quality approach, we closely follow developments in technology in order to deliver improved services. Implementing Sestek Speech & Text Analytics in our call center helped us obtain crucial data that directly influences our performance management. Since we see Sestek as a partner rather than a vendor, we engaged in interactive communication during the project. Our continuous feedback contributed to the development of new modules for Sestek Speech & Text Analytics.

EXECUTIVE VICE PRESIDENT
GARANTI PENSION

The Results

ABILITY TO EVALUATE 100% OF ALL CALLS
SIGNIFICANT INCREASE IN SCRIPT ADHERENCE
IMPROVEMENT IN AGENT PERFORMANCE
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Garanti Pension is a subsidiary of one of Turkey’s largest private sector banks, Garanti Bank. Garanti Pension And Life was found in 1992 to offer life insurance and pension services. After entering into a partnership with Achmea in 2007, one of the most reputable insurance companies in Europe, Garanti Pension expanded operations to offer assistance to its customers at 112 regional offices and 1000 Garanti Bank branches.

ABOUT SPEECH ANALYTICS

Speech Analytics offers an effective way to leverage customer interaction data. This solution transcribes all recorded customer calls to the call center, then analyzes the interactions using various technologies like emotion detection, trend analysis, and more. Through analyzing these transcriptions, brands discover actionable insights for improving customer experience and the performance of call center agents.

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