QNB Türkiye leveraged SESTEK Analytics to enhance quality management across its call operations, enabling faster insights, scalable interaction evaluation, and proactive identification of service improvement opportunities.
HOURS MONTHLY SAVINGS THROUGH SILENCE MONITORING
INCREASE IN PERFORMANCE EVALUATIONS
MORE CALLS REVIEWED FOR FEEDBACK
“ In collaboration with SESTEK, we transformed our quality management into an end-to-end, scalable, and data-driven structure within QNB Türkiye’s Collections unit. With our increased analytics capacity, we started to generate real-time, actionable feedback from a much broader set of calls. Through the automatic detection of silence durations and advanced analytics capabilities, we achieved 704 hours of monthly workforce savings. This transformation strengthened our performance tracking while measurably improving our operational efficiency.
CUSTOMER EXPERIENCE DIRECTOR, QNB TURKIYE
Traditional quality management processes allow only a limited number of daily calls to be evaluated. This restricts the comprehensive assessment of agent performance, call silences, callback reasons, and broader customer experience indicators.
As call volumes increased, QNB Türkiye required a more scalable, data-driven approach to generate faster performance insights and continuously improve operational efficiency.
QNB Türkiye deployed SESTEK Analytics to analyze customer interactions end-to-end, transforming quality management into a scalable and insight-driven process.
Advanced analytics reduced repeat calls and improved first-contact resolution rates. Automated feedback reports delivered actionable insights to agents, enabling continuous performance improvement and enhanced customer experience.
SESTEK Analytics collects 100% of customer interaction data at customer service channels and converts it into meaningful information for decision-makers. The solution provides critical insights to understand customers better and help to improve their experiences. Equipped with advanced quality management tools, Analytics enables supervisors to objectively score and maximize agent performance with tangible feedback.
QNB Group continues its steady growth across the Middle East and Africa region, operating with more than 31,000 employees. The Group serves its customers through a network of over 5,000 ATMs and approximately 900 locations.
Recognized by Brand Finance Magazine as the Most Valuable Banking Brand in the Middle East and Africa, QNB Group’s subsidiary in Türkiye, QNB Türkiye, continues its operations with 417 branches and 10,413 employees as of 31 December 2025.
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