Nesine.com

Client:

Nesine.com

Category:

BPO

Technology:

Qua Services (CPM)

Language:

Turkish

Languages serve

Who is Nesine.com?

Nesine.com is an online sports betting and Turkish national lottery website. It enables its users to place bets primarily on horse races.

Our aim

We aim to provide uninterrupted access for customers who call Nesine.com, in accordance with quality and customer satisfaction standards.

What did we do?

We provide uninterrupted service to our customers by serving them from two locations.
In the first communication, we meet customer demands and complaints verbally and in writing.
Calls received through verbal and written channels are evaluated and monitored.
To measure the knowledge level of customer representatives, they are subjected to monthly exams. Training is focussed on the results to improve customer service standards.
Daily, monthly and annual reports of inbound calls are measured and evaluated.
Performance scorecards are focused on the quality grades of customer representatives.
Customer satisfaction is ensured by making external calls for customer complaints.
Customer representatives who receive a thank you call are rewarded for employee satisfaction.
The dashboard screen was designed to provide instant SL tracking.
With the forecast data, the number of people to be served can be predicted, and the correct number of customer representatives can be assigned at the right times.
The shift system was planned according to the call density and considering the legal processes.

What has been achieved?

As calls and feedback are given through the reporting system, team managers can easily see the performance of their employees and the areas that need improvement. We contributed to the development of people through exams and training and provided a happy customer experience. Premium payments of customer representatives were distributed more equitably based on real data. This had a positive impact on employees’ motivation, goals and operational success.