QNB Case Study

"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

The Challenge

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.

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The Solution

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.

Company name

QNB

Company size

Enterprise

Pain point

Limited call evaluation capacity

SESTEK product used

Analytics

About company

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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