Background
The Railway Transportation Company turned into a professional call center solution to effectively manage the increasing demand and complaints related to national and international train services, improve passenger satisfaction, and provide multilingual support for international calls. Within this scope, the company partnered with Pusula CX for a 2-year duration, based on a per-minute call service model.
Objectives
- Call handling with Turkish, English, and Sign Language support
- Responding to all ticketing, fare, timetable, and complaint inquiries of the railway company
- Automation and routing through IVR integration
- Measurable call quality and performance on a per-minute basis
- Daily/monthly data reporting and voice recording archiving
- Full compliance with KVKK and corporate security standards
Implementation Process
1. Multilingual Call Center Organization
- Separate lines and agents were assigned for Turkish, English, and Sign Language calls
- Operators began duty after completing 60 days of training
- Language selection and information category routing integrated into the IVR system
2. Training and Certification
- All agents received MoNE-approved Call Center Training
- TOEFL-B2 certification was required for English support line operators
- Certified expert operators were assigned for sign language calls
3. Performance and Minute Tracking
- Calls were billed on a per-minute basis (excluding IVR time; calls under 15 seconds not counted)
- Minutes were reported separately by language (Turkish, English, Sign Language)
- Voice recordings were delivered at the end of the operation
4. Penalties and Quality Discipline
- A penalty system applied for late responses, incorrect routing, misinformation, or privacy breaches
- Contract penalty limit capped at 30% of total entitlement
- No partial acceptance; centralized acceptance occurred at the end of the service
Performance Indicators (First 6 Months)
| Indicator | Target | Achieved |
| Average call duration (minutes) | – | 3.8 minutes |
| Direct operator connection after IVR | ≤ 15 sec | 12.1 sec |
| English call resolution satisfaction | ≥ 85% | 88.7% |
| Total answered call duration | ≥ 150,000 min | 162,400 min |
| Complaint response time | ≤ 24 hours | 9 hours avg. |
| Penalty enforcement rate | Zero tolerance | 0% |
Value-Added Services
- Live simultaneous support for English & Sign Language
- Post-call short notetaking and coding system
- Individually backed-up voice files + monthly export delivery
- Weekly dashboards and real-time monitoring for managers
- Advanced operator performance analytics with incentive system proposals
What has been learned
“Accessible public communication for all segments of society is not only a service, but also a responsibility.”
Through the multilingual call center model, the Railway Company established an inclusive contact point for disabled individuals, foreign tourists, and citizens.
Conclusion
With this project, Pusula CX implemented a measurable and auditable call operation that met the diverse language and communication needs of the Railway Company, thereby raising the quality of public communication to a higher level.
