A leading provider of Assistance services in the Insurance, Automotive, and Banking sectors, TUR Assist, enhanced performance evaluation and customer experience with SESTEK’s Automated Quality Management.
REDUCTION IN
CALL CENTER
COMPLAINTS
OF CALLS AUTOMATICALLY EVALUATED
INCREASE IN QUALITY MANAGEMENT EFFICIENCY
“ This partnership has completely transformed our quality management processes. Now, 98% of our calls are automatically analyzed by the system, allowing us to respond to customer needs faster and enhance our quality management. In addition, by contributing to our training management and customer experience, SESTEK’s solution has elevated not only quality but also training and performance management.
TÜRKER SARIMURAT, OPERATIONS GROUP MANAGER, TUR ASSIST
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.
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.
Knovvu 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, Knovvu Analytics enables supervisors to objectively score and maximize agent performance with tangible feedback.
TUR Assist, established in 1996, is a leading provider of assistance services in the insurance, automotive, and banking sectors. Serving millions of customers 24/7, the company stands out with its extensive service network and industry-specific solutions. Embracing digital transformation, TUR Assist enhances service quality through innovative, data-driven technologies, maintaining its leadership across sectors.
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