CONVERSATIONAL IVR CASE STUDY

HOW YAPI KREDİ INCREASED CUSTOMER SATISFACTION SCORE BY DOUBLE DIGITS

THE CUSTOMER

Yapı Kredi is the first private bank established in Turkey. Serving more than 13 million customers with more than 840 branches, this bank has a pioneering role in the Turkish financial sector. Its contact center operates with 1.308 agents.

THE CHALLENGE

Yapı Kredi contact center serves with touch-tone IVR system. Customers had to listen to the full menu and then start navigating across menus by dialing. This was affecting the customer experience negatively by extending the call durations and increasing customer effort.

THE SOLUTION

Sestek Conversational IVR technology was deployed in the Yapı Kredi contact center. Customers started to reach the relevant menu in much shorter time by speaking to the IVR, rather than dialing. This reduced the time customers spent navigating and significantly increased the customer satisfaction.

arrow-up-yapi-kredi

Monthly
3 million calls
routed by voice.

quote-leftWhile implementing this project, we put the user experience at the center of the business. We paid close attention to dialog flows and menu design. We built a system where users can easily communicate with natural expressions. The increase in customer satisfaction rates shows that we have achieved this.

IVR MANAGER
YAPI KREDİ

The Results

NUMBER OF
SELF-SERVICE
TRANSACTIONS
INCREASED BY 2X*

*With Conversational IVR and other self-service developments

COMPLETION
RATE AT
VOICE IVR
REACHED TO 65%
CUSTOMER
SATISFACTION
SCORE
INCREASED BY 10%
yapi-kredi-logo-case-study

Yapı Kredi is one of the first nationwide commercial banks in Turkey and is the third-largest publicly-owned bank in Turkey by its asset size. It has more than 13 million customers with its contact center of 1.308 agents and complaint management unit of 72 agents.

ABOUT CONVERSATIONAL IVR

Sestek Conversational IVR is an IVR solution combining automated speech recognition (ASR) with natural language processing (NLP). The technology replaces frustrating or confusing menus with simple verbal requests. Users only need to say their intention to be routed to the correct IVR menu. The technology handles calls more effectively, saves businesses on operational costs, saves the customer time, and increases satisfaction.

pdf-download