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Koton

Client:
Koton
Category:
BPO
Technology:
Qua Services (CPM)
Language:
Türkisch
Languages serve
Who is Koton?
Koton is the leading fashion apparel retailer in Turkey with over 10,750 employees, over 300 stores and 370,000 sqm retail space, offering high fashion content and a local touch in women, men, kids and accessories collections.
What do Market Researches Say?
The global Corporate Performance Management (CPM) software market is predicted to become a multi-million market by 2026 compared to 2022.
Procat Corporate Performance Management Platform, Qua Services allows you to monitor your operations in real-time and enable proper team management under a single platform, thanks to its user-friendly interface and quality management, scoring, task management, demand collection, reporting, and many more modules. Qua Services, which we have developed with our 30 years of industry experience, has more than 2000 active users as of 2022.
Project Goal
The most crucial goal for Jolly Tur is to keep customer satisfaction at the highest possible levels and to increase this in every area possible. We provide consistent, uninterrupted, fast service to Jolly’s customers. We increase customer satisfaction and sales by maintaining consistent and world-class service.
What did we do?
  • To provide fast and solution-oriented service to our customers, we expanded the service channel with solutions such as mail and WhatsApp to enable the operation’s digitalisation.
  • We respond to customer complaints verbally and in writing with the technological solutions, we have integrated.
  • To keep the service quality at the highest level, we provide monthly quality and process training to our customer representatives.
  • We record all call traffic and provide regular quality reports.
  • We pay attention to the thank you calls from Koton’s customers and reward our customer representatives for employee satisfaction and operational success.
  • We design and use efficient dashboard screens to provide instant status and monitoring of the operation.
  • We provide regular daily and monthly feedback to our representatives.
Business Results
  • As calls and feedback are given through our reporting systems, team managers can easily see the issues that need improvement in their employees’ performance.
  • We have managed to increase customer satisfaction, sales and agent satisfaction, as well as reducing agent attrition rates.
  • Thanks to our Qua Services (CPM) solution, we ensure that customer representatives’ bonus payments are distributed fairly with historical and factual data.
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