Who is Jolly Tur?
Jolly, Turkey’s leading tourism, entertainment and event company, has been serving more than 1 million holiday lovers every year with more than 800 sales points and 3,500 employees since 1987.
The most important goal for Jolly Tur is to keep customer satisfaction at the highest possible levels and to increase this in every area possible. We will do this by providing consistent, uninterrupted and fast service to its customers. By maintaining a consistent and world-class service, Jolly Tur will increase customer satisfaction and increase sales.
What did we do?
The entire call centre system was replaced with Genesys PureConnect.
Separate screens have been integrated like CRM, CTI and chat / request screens.
All screens on the new technology, Genesys interaction connect, have been singularized.
Call control started to be done with Genesys ACD.
ICBM enabled the separated applications used to be collected on a single screen (SPV monitoring and reporting)
What has been achieved?
- The speed of reaching customer representatives has been increased, the speed of communication has increased with voice messages and call back options during and outside working hours.
- With the integration of the systems and screens, operational success has increased and its effect on sales performance has been achieved.
- With the move to a standalone, web-based operating system, installation costs have been eliminated.