Total 622 words used.
Teknosa, the leading e-retailer company in Türkiye with a diverse range of products, from electronics to home appliances, aimed to address the challenge of assessing only 5% of daily call center interactions. With thousands of calls handled each day, the quality management teams struggled to identify key customer issues, creating a significant gap in making informed decisions and addressing problems promptly.
To address this, Teknosa launched a digital transformation in its Call Center, implementing new innovative technologies to more effectively monitor and analyze interactions, with the goal of improving customer satisfaction and optimizing processes.
SESTEK’s Speech Analytics and Automated Quality Management (AQM) solutions allow customers to analyze 0 of call center interactions and gain actionable insights to enhance performance. Speech Analytics captures 100% of customer interaction data across service channels, transforming it into actionable insights for decision-makers. Meanwhile, Automated Quality Management collects, monitors and scores 100% of customer-agent conversations (call, chat, and video) based on script adherence, acoustic indicators, and emotional features providing supervisors with clear and measurable feedback to assess agent performance effectively.
Teknosa implemented SESTEK's Speech Analytics (with a market leading 97% speech recognition accuracy rate) and Automated Quality Management solutions to analyze 100% of call center interactions, gaining valuable insights to enhance performance.
- Feedback provided to representatives led to a 7% improvement in service quality.
By analyzing every customer-agent interaction based on key performance metrics, supervisors were able to offer targeted feedback that directly enhanced agent performance.
- The ability to quickly address urgent customer issues was enhanced, reducing resolution time by 29%.
By analyzing all interactions across all service channels, including calls, chats, and video, SESTEK's solutions provided a comprehensive view of customer concerns. This enabled agents to quickly identify key issues and address them more efficiently in every communication channel. This improvement in response time not only helped resolve issues more quickly but also contributed to a more efficient call center operation, increasing overall productivity.
- Agent silence rates improved by 100%, leading to more engaging conversations.
SESTEK's solutions offered detailed insights into periods of silence during customer-agent interactions, helping supervisors identify when agents were not actively engaging with customers. With this clear feedback, agents were coached to respond more promptly and maintain a continuous flow of conversation.
As a result of these insights providing more feedback, improving overall service delivery, customer satisfaction increased, and call center efficiency was maximized, ultimately leading to better overall performance.
Customer Services & Channel Development Sr. Manager of TeknoSA mentions as follows:
“SESTEK’s AI-powered solutions have significantly improved our processes and contributed to managing our operations more efficiently and cost-effectively. With Speech Analytics solution, all customer calls are evaluated, complaints are automatically categorized, and with the support of notification process for urgent cases, we have enhanced our service quality to the maximum.”
About TEKNOSA
Teknosa, established in 2000, serves as a sales and marketing platform for the electronics retail sector. As Türkiye’s largest retail chain with 200+ locations and its highly-traffic website, Teknosa attracts over 200 million customers annually.
About SESTEK
SESTEK is an AI-driven conversational automation company founded in 2000. With a team of 100+ engineers, we develop products using speech recognition, NLP, and voice biometrics to digitize customer service for 550 enterprise clients across 20 countries.
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For more information about SESTEK's Automated Quality Management Solution, Knovvu AQM, please click here.
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Nomination Title: Teknosa Maximized Call Center Performance with Speech Analytics
