Case Study: Türk Ekonomi Bankası achieves 10% gains in customer satisfaction and efficiency with Genesys

Türk Ekonomi Bankası drives increasing customer satisfaction whilst improving efficiency and agent management

Türk Ekonomi Bankası (TEB), a respected Turkish bank serving 5.5 million customers, needed to improve branch-level call handling and make customer interactions more efficient while preserving a customer‑centric experience across channels. With more than 600 contact center agents and a large branch network, TEB sought to integrate branch telephony with its contact center to ensure customers reached the right person quickly and consistently.

TEB extended the Genesys platform into its branches—deploying IVR, inbound/outbound engagement, digital channels and interaction analytics—to route callers to the best‑skilled specialist whether in‑branch or in the contact center. The modernization delivered seamless handovers, clearer reporting and measurable gains: roughly 10% increases in customer satisfaction, self‑service use and employee productivity, plus improved agent management.

Türk Ekonomi Bankası

Özge M. Tekalp

Head of Contact Centers