Self Service Sales for Fostering Growth Qorus-Infosys Finacle Banking Innovation Awards 2024

Every month 5 million calls enter IVR at Yapı Kredi Customer Relations Center. 56% of these calls handled proactively on self-service and concluded without the need to meet with a customer representative. For us, creating value in this channel, which is the main gateway of our customers, has a vital importance.

We analyze our customers' needs, make system integrations (CRM, Event management, web service etc.), improve the experience with proactive offers, and create correct sales models by ensuring that they carry out their transactions quickly and safely. With more than 25 proactive scenarios in our IVR, we enable our customers to meet with smart routing scenarios before they leave a command.

Not only providing self service transactions, we also offer banking products to our customers. In 2023 we sold total 126K products in this channel.

Even though we are in the banking sector, we are acting like a technology company. We can quickly implement all the possibilities of new technologies for personalised experiences for customers. As much as we listen to our customers, we also discover their needs with analytical tools and prepare proactive service scenarios for creating a seamless experience at the moment of truth. The success of our story lies beneath our aim on cost saving and increasing sales opportunities.

IVRs and Call Steering tools are gatekeepers of a call center. 58% of incoming calls handled on self-service IVR. Not only we provide services but also make sales on self service IVR. We offer three banking products on IVR; credit card limit increase, debit card and overdraft account limit increase.

In 2023 we sold total 126K; • Credit card limit increase: 5K • Debit card: 99K • Overdraft account limit increase: 22K

We determined which product the customer needed through CRM analysis and made a sales offer as soon as the customer called. For example, when a customer who has an account at our bank but does not have a any debit cards related to this account, we offer a debit card and automatically forward the customer's card to his address without wasting any time.

For example, if our customer has received his card from the courier, we know that he will call us to determine the card password. With a synchronous development, as soon as the "card delivery" information reaches us and when the customer calls us, our first offer after the welcome is the "Card password determination" flow.

In this way, our customers do not have to search for the function to perform the transaction in IVR and saves time. We also use this function to support our sales processes as well.