CONVERSATIONAL IVR CASE STUDY

HOW QNB FINANSBANK BOOSTED CUSTOMER SATISFACTION

THE CUSTOMER

QNB Finansbank, owned by Qatar National Bank, operates with 525 branches in Turkey. Its call center receives approximately 3 million customer calls each month. It employs 600 full-time call center agents to meet this need, with the average call lasting 3 minutes. QNB Finansbank wanted to improve the IVR experience at its contact center.

THE PROBLEM

Receiving around 100K calls per day, the contact center wanted to improve the IVR experience, so the number of calls resolved in the IVR would increase, and the workload of agents would decrease. IVR menu is the first interface that the customers engage with. QNB Finansbank knows that it is important to have a digital interface that customers can interact with voice and resolve their issues fast without having to listen to the complete IVR menu.

THE SOLUTION

Conversational IVR helped QNB Finansbank to decrease average waiting time at its contact center by 31%

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Decreased
Average Waiting Time
by 31%

quote-leftSestek’s Conversational IVR recognizes natural speech with high accuracy. It also offers intent recognition to help us better understand our customers’ needs. This technology received positive feedback from both our call center agents and our customers.

EXECUTIVE VICE PRESIDENT
QNB FINANSBANK

The Results

92% ACCURATE
MENU
NAVIGATION
10% DECREASE
IN AGENT
WORKLOAD
39% DECREASE
IN ABANDONED
CALLS
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Established in 1987, QNB Finansbank is among the largest financial institutions in Turkey, with more than 5 million customers. The bank offers services with more than 10K employees at more than 550 branches.

ABOUT CONVERSATIONAL IVR

Conversational IVR combines automated speech recognition (ASR) with natural language processing (NLP). The technology replaces the traditional touch-tone IVR menu with voice-enabled IVR. Customers can say what they need to be routed to a relevant IVR menu. The technology handles calls more effectively and saves businesses on operational costs.