Background
The project provides responses to all questions asked by foreigners within the scope of legal regulations. It also handles suggestions, complaints, and requests for assistance, while operating as a hotline for victims of human trafficking and individuals exposed to migrant smuggling.
Challenges
- Call handling in 5 different languages (Turkish, English, Arabic, Farsi, and Russian)
- Managing an annual call volume of 2,000,000+
- Ensuring foreign representatives handle calls and correctly identify/report emergency cases
- Accurate registration and reporting of calls and alerts
- Proper use of multiple service channels (IVR, webchat, email, SMS/Fax, social media, WhatsApp, Telegram, and mobile app) in 5 languages
Solution Approach
1. Multilingual Representative Team
- Representatives were graduates of relevant university departments or held certifications from accredited institutions
- Educational background of foreign representatives: 62% Bachelor’s, 24% Master’s, 9% Associate’s, 5% PhD
- Call distribution: 47% Turkish, 35% Arabic, 8% Farsi, 6% Russian, 5% English
- Protection-Based Interview Protocol
- Representatives trained in legal regulations and emergency procedures
- Continuous training updates provided for evolving information and processes
- All calls are handled in line with institutional culture and pre-defined quality standards
- Callers referred to relevant institutions based on issue type
- Data Processing and Reporting
- Calls categorized (information request, alert, complaint, request, suggestion)
- Each call coded and recorded in the system
- Reports prepared and analyzed daily, weekly, monthly, and annually
- Independent survey companies conducted satisfaction surveys with callers 4 times a year
- Over 50,000+ calls per month analyzed by language, topic, duration, and referral
- Confidentiality and Security Protocols
- Security processes developed to prevent misuse of personal data by third parties
- ISO 27001-compliant backup and Information Security Management System implemented
- Value-Added Services
- 5-language representative support (Turkish, Arabic, English, Farsi, Russian)
- Alternative service channels with robust technological infrastructure
- Accredited, competent staff aligned with institutional culture
- Integrated and continuously improved services
- Collaboration with relevant organizations and stakeholders
- Translation services ensuring public cost savings
What has been learned
“In these calls, language skills alone are not enough understanding, analyzing, and managing the process calmly are crucial.”
Throughout the project, Pusula CX went beyond providing information, saving 15,748 individuals in 1,000 emergency alerts.
Conclusion
For both Turkish and foreign service users who needed to inquire about laws and regulations, make requests, submit suggestions or complaints, or report emergencies, Pusula CX provided a strong technological infrastructure, knowledgeable staff, and multilingual service approach, ensuring effective and secure call center operations.
