Summary
Client: Digital Media Group
Industry: Closed-Circuit Satellite Broadcasting and Internet Service Provider
Service Type: Inbound & Outbound Call Center, Sales, Technical Support
Languages: Turkish
Service Hours: 24/7 inbound, outbound weekdays 09:00–18:00, Saturday 11:00–20:00
2. Objective & Requirements
- Provide uninterrupted support for both TV and Internet subscribers
- Manage call volume and improve response times
- Increase customer satisfaction, reduce complaints, and lower churn rates
- Create a more transparent, performance-oriented cost management model
3. Solution / Method
3.1 Operational Structure
Inbound:
– TV: Subscriptions, package changes, installation support, broadcast issues
– Internet: Applications, speed & connectivity problems, modem setup, billing support
Outbound:
– Customer satisfaction calls
– Package renewal / upgrade offers
– Campaign notifications
3.2 Quality Management
Call Monitoring: Randomly selected calls are reviewed by the quality team
Evaluation Criteria:
– Communication quality
– Accuracy of information
– Solution orientation
– Script adherence & empathy
Quality Scorecard: Measured monthly on a team basis through reports
3.3 Performance Management
KPIs:
– Average Handling Time (AHT)
– First Call Resolution (FCR)
– Customer Satisfaction (CSAT)
– Service Level (SLA)
– Employee Retention and Performance Index
Reporting: Shared weekly and monthly with Corporate Client management
3.4 Training and Development
- Separate modules prepared at project launch for TV and Internet
- Training focused on technical support scenarios, campaign sales techniques, customer communication, and empathy
- Ongoing refresher training ensures the team maintains up-to-date knowledge
4. Results (First 6 Months – Sample KPIs)
4.1 KPI Targets and Outcomes
| KPI | Target | Achieved |
| Average Handling Time (AHT) | 5 min | 4.2 min |
| First Call Resolution (FCR) | 11% | 18% |
| NPS | 40% | 45% |
| Service Level (SL) | 80% | 82% |
4.2 Summary of Results
- Average Handling Time (AHT): 25% improvement (20% below target)
- First Call Resolution (FCR): Exceeded by 3%
- Customer Satisfaction (CSAT): Surpassed target by 4%
- Service Level (SLA): Minor deviation (3% below) but within acceptable range
- Employee Performance Index: 2% improvement (above target)
- Outbound Conversion Rate: Exceeded by 5%
- Reduction in Customer Complaints: Exceeded by 5%
5. Future Plans
- Speech Analytics for customer sentiment analysis
- Chatbot & WhatsApp support integration
- Performance-based bonus system to increase employee motivation
- Applying the minute-based pricing model across different segments
6. Conclusion / Insight
With its flexible operational structure, strong quality & performance management approach, and training-focused human resources, Pusula CX transformed the customer experience of Digital Media Group for both Satellite (TV) and Internet services. The minute-based pricing model provided cost predictability while also reinforcing a performance-driven operation.
