ING Bank Case Study

"Using Agent Performance Analytics, supervisors were able to monitor and analyse sales conversations and provide feedback to agents effectively. The technology helped detect possible customer complaints in advance and enabled responsible teams to respond proactively."

ING TURKEY

The Challenge

ING Turkey was searching for a solution to evaluate 100% of all interactions and effectively analyze them for actionable results to improve agent performance and increase sales revenue. Monitoring and analyzing contact center interactions are difficult tasks because of the vast amount of customer calls. Performing these tasks manually is time-consuming and expensive.

‍

The Solution

Using Agent Performance Analytics, ING Turkey monitored and analyzed 100% of all customer conversations and gained valuable insights to improve both customer experience and agent performance

Company name

ING Bank

Company size

Enterprise

Pain point

Unmeasured agent performance

SESTEK product used

Analytics

About company

ING Turkey, a part of ING Group, one of the largest financial institutions globally, was targeting to increase sales performance effectively to manage its call center operations with more than 200 agents.

Summarize with AI

More success stories from SESTEK

Beko Hits 70% autonomous call resolution with SESTEK Agentic AI

A global leader in home appliances and consumer electronics, Beko, manages high volumes of customer service calls across multiple markets every day. With SESTEK's Agentic AI, Beko built a scalable model that automates routine calls while keeping the human touch that defines its service.

TEB Increased Call Completion Rates By Voice AI Agent

Formerly, 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 agents. They were looking for automation solutions to help agents with the high volume of incoming calls.

How Yapı Kredi Classifies Customer Requests in Under 1 Second

Yapı Kredi's contact center handles 30K customer notifications every month from various service channels, and the classification of these requests done manually by the complaint management unit is not an effective task. With the implementation of SESTEK’s AI technology, this process is automated, resulting in substantial time savings for the business unit and enabling them to focus on more complex, customer-centric issues.

Istanbul Grand Airport Enhances Visitor Experience With AI Assistant

Using SESTEK's AI Agents technology, IGA now responds to customer inquiries 24/7, without the need for live agents, on Mobile App, WhatsApp, and IVR channel.

Groupama Serves Customers 24/7 with GUPI The Virtual Assistant

GUPI meets 1 out of every four customer requests at Groupama. While this automation solution reduces the additional workload of the agents, it ensures customer satisfaction by providing accurate information faster.

Accelerating Digital Transformation with AI Assistants

One of the most digital-focused banks in Turkey, Kuveyt Turk partnered with SESTEK to develop Digital Assistant. The banking bot called “Selim” successfully addresses customer inquiries, manages financial calculations, eliminating the necessity for live agents.

Extra Boosted Customer Satisfaction with Speech Analytics

As a leading electronics store in the region, Extra brings its customers a wide variety of global brands' products, such as computers, mobile phones, cameras, televisions, and large home appliances. Extra improved its customer satisfaction score with speech analytics solution.

How Hepsiburada Increased QM Efficiency at Call Center

As a leading e-commerce company in Turkey, Hepsiburada brings together more than 200 million product varieties in over 30 categories. Hepsiburada implemented SESTEK’s Automated Quality Management to improve agent performance for a customer-centric approach at the call center.