As one of Türkiye’s leading digital banks and financial services providers, Fibabanka leveraged Voice IVR technology to digitize customer experience and ease the workload of call center agents, while improving efficiency and scalability across its collection operations through automation.
OF CALLS HANDLED BY THE VIRTUAL AGENT
OF PAYMENT COMMITMENTS COLLECTED WITH IVR
OF MONTHLY AGENT TIME SAVED
“ Voice IVR has significantly improved efficiency in our collection operations. Today, 46% of our calls are handled by the Virtual Agent, and 37% of these calls are fully resolved without live agent support. This allows us to serve customers through automation while substantially increasing operational efficiency.
FIBABANKA SENIOR MANAGER
For a long time, Fibabanka’s collections operations were predominantly handled by live customer representatives. As call volumes increased, the need for automation and speed-focused operational improvements became more critical.
The high amount of time agents spent on each call reduced daily interaction capacity, limiting both the efficiency and scalability of the collections process. Fibabanka aimed to digitize its collection calls with an AI-powered virtual agent to increase operational efficiency while creating greater business value.
Fibabanka digitized its collections operations end-to-end with SESTEK’s Outbound Collections Virtual Agent, enabling automation across call processes. Previously manual workflows are now handled through AI-driven interactions, reducing call handling time to an average of 72 seconds and increasing overall customer reach.
The virtual agent takes over repetitive tasks, allowing customer representatives to focus on higher-value activities. Payment commitments are automatically collected through natural conversations, call schedules are optimized by the system, and the collections process is managed across digital channels.
With 100% in-house developed Speech Recognition (SR) and Natural Language Understanding (NLU) technologies, Virtual Agent understands customer intent and responds without the need for live agents. Our market-leading speech recognition accuracy rate enables Virtual Agent to effectively automate simple tasks, help increase self-service and decrease costs for customer service operations.
As a member of the Fiba Group, Fibabanka is a leading bank with 1571 employees and 35 branches across Türkiye. By investing in future-ready technologies, it delivers innovative, customer-centric digital banking services and continues to lead Türkiye’s digital banking ecosystem.
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