SPEECH RECOGNITION AND TEXT-TO-SPEECH CASE STUDY

THIS TECHNOLOGY RETAILER BOOSTED FIRST CALL RESOLUTION RATE AT CONTACT CENTER

THE CUSTOMER

With more than 20 million customers visiting its stores every month, Teknosa is Turkey’s leading technology retailer operating in more than 200 stores. With its significant customer base, Teknosa was looking for solutions to increase self-service rates at its contact center.

THE PROBLEM

The volume of customer calls handled by live agents and long call durations were increasing operational costs, and Teknosa was looking for a technology solution to improve the customer experience and lower the costs at the same time. Transformation of the traditional IVR into digital IVR using conversational technologies seems like the ultimate solution.

THE SOLUTION

Speech Recognition and Text-to-Speech technologies help customers with basic information like store location and stock status. Which results in higher first call resolution rates and shorter call durations.

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Higher
first call resolution
(FCR) rates

quote-leftThanks to Sestek solutions, we reply our customers’ requests in the fastest way, without keeping them waiting on the other side of the line.

CUSTOMER SERVICES MANAGER
TEKNOSA

The Results

IMPROVED
CALL CENTER
EFFICIENCY
DECREASED
OPERATIONAL
COSTS
BETTER
CUSTOMER
EXPERIENCE
teknosa-logo-case-study

Teknosa, established in 2000, is the sector leader and the most widespread technology retail company in Turkey. Teknosa provides uninterrupted services with 210 stores, teknosa.com, and a mobile platform today.

ABOUT SPEECH RECOGNITION

This technology enables machines to understand user commands in spoken language. It allows users to interact with devices by speaking. It contributes to self-service automation and increases customer satisfaction.

ABOUT TEXT-TO-SPEECH

Text-to-Speech transforms written text into audible speech with a humanlike voice. Minimizes the role and the time of call center agents by replying to customers’ basic information requests.