Halkbank Case Study

“Thanks to Sestek's solution, we had the opportunity to analyze the content of voice calls. We were able to listen to the voices of more customers. We had the opportunity to analyze our customers’ feedback and take action to improve their journey. Depending on the results we obtained from customer conversations, we achieved significant gains in operational efficiency and customer satisfaction. The product has an indisputable positive contribution to the service quality."

Halkbank

The Challenge

Halkbank needed to monitor and evaluate all customer calls to gain insights on how to increase call quality and boost agent performance at its call center. This was an issue since their call center receives thousands of calls every day, and their quality management team can only evaluate 1-2% of these calls manually.

The Solution

Using Speech Analytics with market-leading 97% speech recognition rate, Halkbank monitored and analyzed 100% of all calls and gained objective and actionable insights to train agents for better customer experiences.

Knovvu Analytics

Speech Analytics is a technology offering a variety of features to help improve the customer service experience. The speech-to-text feature automatically converts audio recordings into text to identify the root causes behind customer issues. The Automated Quality Management feature analyses agent performance by evaluating various criteria such as absenteeism, compliance with regulations, adherence to scripts.

Company name

Halkbank

Company size

Enterprise

Pain point

Limited call quality monitoring

Sestek product used

Analytics

About company

Halkbank is the 3rd largest bank in assets size, one of the first state-owned banks in Turkey since 1938. The bank operates with more than 20.000 employees, 1000+ branches, and more than 15 million active retail customers.

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