HTS uses the American call center system Televantage which is provided in Turkey by SYS.
Our call center has 16 agents, 16 external lines and 32 internal lines. As the same operator can handle incoming calls for different companies, a synergy is created between the companies and the productivity of the employees is increased.
Detailed reports about incoming calls can be obtained from the call center system: Unanswered calls, waiting time in IVR, call duration, operator-based calls etc. ... These reports are used to take necessary improvement actions.
Requests received by the call center are directed to the relevant department or service agent and these requests are followed until the end. In addition to this, calls incoming to the call center are reported daily and monthly according to the type of demand and the province.
Another function of the call center is to conduct satisfaction surveys. The satisfaction survey consists of six questions, the service given by the agent is evaluated. The results of these surveys are reported monthly. According to the results of the survey, necessary warnings are made to the authorized services and the necessary action plans are taken in case there is a customer dissatisfaction. The best services are awarded on annual basis.