CONVERSATIONAL IVR CASE STUDY

TEB INCREASED CALL COMPLETION RATES BY THE HELP OF CONVERSATIONAL IVR

THE CUSTOMER

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 seats.

THE PROBLEM

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 enhanced phone banking experience.

THE SOLUTION

With Conversational IVR technology, customers welcomed by the voice response system and successfully routed to the correct menu without the need for live agents. Which helped increase IVR completion rates by 5% and resulted in 250K USD cost savings annually.

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Increased
IVR completion rates
by 5%

quote-leftSestek Conversational IVR removes complicated menus from traditional IVR, guides customers 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 BNP PARIBAS

The Results

5% INCREASE IN IVR COMPLETION RATES
ANNUAL SAVINGS OF 250K USD
SIGNIFICANT DECREASE IN HANG-UP RATES
teb-logo-case-study

TEB signed a joint venture agreement with the French BNP Paribas SA, one of the largest financial services groups in the world. TEB has been aggressively expanding its retail network in Turkey ever since and had more than 500 branches. The bank is ranked 11th largest bank in Turkey.

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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