VOICE BIOMETRICS CASE STUDY

TELECOM GIANT SLICES LONG CALLS AT CONTACT CENTER

THE CUSTOMER

The leading telecommunications operator in Eastern Europe and the Middle East, Turk Telekom, provides landline, mobile, internet, and TV services to more than 45 million customers. Turk Telekom Mobile is the subsidiary and the market leader with 20 million subscribers.

THE PROBLEM

Customer authentication is a vital issue, and with the rising concern for customer data safety, organizations struggle to stay on top of this issue. Turk Telekom Mobile was no exception. A large volume of customers calling the contact center and answering a countless number of security questions resulted in longer ACD (Average Call Duration) and lower customer satisfaction rates.

THE SOLUTION

Vocal Passphrase enabling the customers to prove authentication by simply saying a pre-defined phrase

arrow-down-telekom

Decreased
Average Call Duration
by 15 seconds!

quote-leftSignificant increase in the number of registered vocal passphrases and the positive feedback we get from our customers prove that we made the right decision with Sestek.

CONTACT CENTER OPERATIONS DIRECTOR
TURK TELECOM MOBILE

The Results

OVER 3 MILLION
CUSTOMERS
SUBSCRIBED
DECREASED
AVERAGE CALL
DURATION BY
15 SECONDS
400K USD
ANNUAL COST
SAVING AT CC
OPERATIONS
turk-telekom-logo

Turk Telekom is the first integrated telecommunications operator in Turkey. The company has 14.1 million fixed access lines, 10.3 million broadband, and 20.2 million mobile subscribers as of June 30, 2018. Turk Telekom provides mobile, internet phone, TV products, and services.

ABOUT VOICE BIOMETRICS

Biometrics is a speaker authentication system with a language and accent-independent structure. The technology verifies speaker ID using the most-trusted feature; The Human Voice

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