Case Study: Yapi Kredi achieves up to 5x sales conversion and 28% sales growth with NICE Systems' Interaction Analytics

Yapi Kredi uses NICE solutions for robust interaction recording, ensuring high service levels and operational efficiency

Yapi Kredi, Turkey’s leading private bank with nearly 800 branches and 15 million customers, had long relied on NICE recording and analytics tools but faced a new challenge when its contact center went 100% at-home: agents stopped sharing best practices and sales performance slipped. Bank leadership pushed for a significant improvement in contact-center sales conversion rates while maintaining service and compliance.

Working with NICE and partner 3D, Yapi Kredi launched the Interaction Analytics‑powered “Winning Words” program to surface the key phrases and behaviors behind successful sales across four core products, using visual aids and gamification to teach agents the habits of top performers. The pilot delivered conversion improvements ranging from 1.71x to 5x (a 5x increase per agent in the pilot), contributed to 2.8 million sales transactions in 2023, drove 28% sales growth in 2023 (with an 18% target for 2024), and will be expanded to ten more products and outbound as well as inbound practices.

Yapi Kredi

Cami Young

Assistant Vice President of Service Center Operations