Case Study: Türkiye Finans achieves 21% more answered calls and lower operational costs with Genesys

Türkiye Finans Participation Bank Effortless banking is now a reality!

Türkiye Finans Participation Bank, a leading participation bank in Turkey with 286 branches and extensive digital channels, faced inconsistent branch service and missed calls because customers preferred calling local branches and staff were often busy. The bank needed to modernize and converge communications to optimize 4,045 branch employees and improve customer access and service consistency.

Working with Genesys, Türkiye Finans deployed a Customer Experience Platform that links branch phones to the contact center so unanswered branch calls are forwarded to agents in Istanbul and agents can see branch staff availability. The change raised answered calls by 21%, cut complaints about reaching the bank from 10% to under 1%, and reduced staffing needs by about 50%, delivering faster service, higher customer satisfaction, and lower operational costs.

Türkiye Finans

Mustafa Onur Yilmaz

Project Manager