Contact centers; Software (contact center service software, endpoint software, reporting software, these are centers consisting of quality control, etc.), hardware (switchboard, PC, server, gateway, mediagateway, telephones, operator heads, etc.) and qualified workforce, where information is presented to citizens in the most accurate and fastest way.
At the final of the CCW (Contact Center Word) EMEA competition held in Portugal in 2022, the Contact Center Project provided by Türksat A.Ş. to the Ministry of National Education was awarded the first place with the Gold Medal award in the "Best Communication Center" category.
Benefits Provided
Thanks to a contact center service under the integratorship of Türksat, the work is carried out by professional personnel while ensuring sustainability. With Türksat's professional working principle, all kinds of information and documents are provided to customers transparently in cases such as rotation/change.
Türksat A.Ş., which has undertaken award-winning contact center projects, transfers its contact center experience to all contact center projects.
It includes the process of determining their needs and receiving their requests. Within the scope of the study, analysis studies are carried out by seeking answers to the following questions.
How many calls can I receive (daily, monthly, annually)?
How many topics can there be?
How many personnel can provide service?
How many separate staffs can be formed?
Will a staff-based or minute-based contact center service be offered?
How much will needs such as software, hardware and personnel cost?
How much is the budget?
Where will the service be provided (inside or outside its own building)?
After the analysis studies are completed, the purchasing and contract signing processes are completed according to the technical specifications prepared according to the determined needs. In this context, efforts are initiated to provide a turnkey communication center.
After the installation is completed, the service is deemed to have started with the first successful call received on the day and time specified in the technical specifications. The detection of the first successful call received under Türksat's integratorship is recorded and becomes official with a report.
Four times a year, every quarter (Q1, Q2, Q3, Q4), "service satisfaction measurement" is carried out by presenting a callback survey to our citizens who receive service from the Contact Centers within the scope of the technical specifications. In this way, the quality of the services provided and the personnel providing the service continues to increase with positive/negative feedback.
- Number of calls coming to the Communication Centers,
- Determining the subject headings and categorizing incoming calls,
- Number of resolved calls,
- Number of waiting calls,
- The number of critical calls transferred to CİMER or relevant Institution experts,
Quality of service,
Reporting studies are carried out on needed issues such as.
| Attachment | Size |
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| CCW (Contact Center Word) EMEA Competition Best Communication Center | 175.86 KB |
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