CUSTOMER PROFILE
CHALLENGE
Yapi Kredi has long relied on NICE solutions to maintain high service levels and operational efficiency with comprehensive interaction recording. With a permanent 100% at-home contact center workforce, the bank found that agents were no longer sharing best practices effectively, particularly on optimum sales tactics. Leadership began pushing for significant improvements in sales conversion rates in the contact center.
SOLUTION
Yapi Kredi, NICE, and partner 3D developed an Interaction Analytics-powered Winning Words program to surface the key phrases associated with sales success across four key bank products. Through visual aids and gamification tool, agents now learn the habits of the bank’s best sales performers, producing a 5x increase in sales conversion rates per agent. Yapi Kredi will expand this program to ten more products and apply insights to outbound as well as inbound call practices. Yapi Kredi realized 28% sales growth in 2023 and targets 18% in 2024.This increased use of AI powered CX will increase sales conversion rates in the contact center on an annual basis.
