Call centers turn into solution centers
With the pandemic we have experienced and continue to experience throughout the year, many business processes have shifted to call centers. Taking important steps towards transforming the call center into a solution center, VakıfBank also realizes important investments in this period. VakıfBank Deputy General Manager Ferkan Merdan gave the following information:
“We use technology effectively in our relationship and communication with our customers. Since the day we introduced our dialogue-based artificial intelligence solution, voice guidance to our customers, we have been closely monitoring the interaction our customers experience with artificial intelligence. We rapidly continue to move our transactions to our smart self-service applications integrated with voice guidance. The number of self-service transactions in our call center reached 117. We are taking firm steps in completing the transactions with voice guidance. We are also very satisfied with our customers’ compliance with this technology. During the pandemic process, we accelerated our investments in our call center and we benefited greatly from these actions. First of all, the fact that artificial intelligence is used, our customers can perform their transactions as self-service without being connected to our customer representative with our robotic processes has provided us with great advantages. We have also had other steps that have relieved us; we experienced a great intensity during the pandemic process and we grew both internally and externally in order to rapidly increase the number of our call center personnel. We have also taken measures to transform the growth in the number of our employees into efficiency. We have started studies to equip our customer representatives with required knowledge as soon as possible. According to our analysis, customer satisfaction approval increased 43.88% compared to the first quarter of 2020.
One of our most important practices in this process was that we actively use the remote working model for our call center employees, as we apply it to many unit employees. We continue this application, which we have benefited greatly from. Thus, we reduce the density in our call center location.
2020 has been an unforgettable year for the entire industry. The way we do business, our models and flows have changed permanently. We have acquired many new perspectives. Increasing densities and constraints enabled us to develop new solutions. With this experience we have gained and our changing ways of doing business, we think that the upcoming period will be more productive in every sense. We will continue to increase our technology investments and continue to integrate the latest technologies in our call center in order to manage our potential correctly, to be ready and sufficient in every respect. For example; we invest in security based on voice biometrics. Conversational analysis is another focus point for us. Thanks to our investments involving the latest technologies, we will be able to access more detailed information on every topic discussed in our call center and listen to the voice of the customer with all ears. Video service from our call center is also a priority among our shart range plans.”
