TUR Assist Elevated Quality Management with Analytics

The Challenge

TUR Assist operates a high-volume call center, where increasing call traffic was making it difficult to measure and improve overall operational quality. While issues like misuse or training needs could be identified, it was impossible to evaluate every single call. Manual evaluations consumed significant time and resources for both quality teams and agents. By leveraging AI to automate quality management processes, TUR Assist aimed to create a more efficient, fully trackable system that enables every call to be assessed.

The Solution

TUR Assist digitized its quality management processes with SESTEK’s Knovvu Analytics, enabling automated call analysis and performance evaluation. Manual quality checks are now handled by the solution. Knovvu Analytics automatically detects potential misuse and performance deviations, standardizes evaluations, and promotes self-monitoring among agents. By analyzing 100% of customer calls, quality teams can focus on high-value tasks. TUR Assist boosts efficiency while providing a fully traceable, actionable quality management framework.