Background
The private bank brand was seeking a call center service that would proactively manage customer interactions and include outbound and inbound call support, in line with high oversight standards. The project would be carried out under banking sector regulations (Banking Regulation and Supervision Agency, Personal Data Protection Law, Turkish Law No. 5411) and high confidentiality standards.
Difficulty
Providing fully compliant, externally sourced support services in the banking sector
- High performance targets such as a 98% response rate, 85% service level, and 92% suspicious transaction SLA
- Staff assigned exclusively to the bank (two-shift system, no external projects)
- Multi-layered security and audit responsibilities such as Banking Regulation and Supervision Agency, Personal Data Protection Law, ISO/IEC 27001
- Penalty conditions: A penalty of 5,000 TL per hour will be applied for time overruns
Solution Approach
- Hybrid Operation Design
- The operation was set up in an isolated layer at the location.
- Special hardware for private banking systems was security-checked for PC/laptop access.
- Outbound processes were connected to a CRM-based automation system.
- Creating a Team of Experts
- Customer representatives with banking experience were hired.
- The call quality target was maintained above 95%, with an average quality score of 96.4 reported in internal audits conducted during the first 60 days.
- Team leaders and quality specialists were directly assigned to specific projects.
- Compliance with Regulations
- Processes were structured in accordance with Personal Data Protection Law, Law No. 6698, and Banking Regulation and Supervision Agency support service regulations.
- Staff access was restricted through authorization, and information security training was completed for access to IT resources.
- All employees received Information Security Awareness Training in accordance with the standards set by the private bank.
- SLA Monitoring and Process Tracking
- All calls were configured to be routed through private banking systems.
- ACW time: under 3 seconds, hold time: under 1.10 minutes, overflow calls: < 5 targets were actively monitored.
- SLAs were tolerated for the first 45 days, after which performance tracking based on targets commenced.
Performance Results (First 60 Days)
| Performance Criteria | Target | Actual |
| Answer Rate | %98 | %98,6 |
| Service Level (Overall) | %85 | %89,4 |
| Service Level (Suspicious Transactions) | %92 | %94,1 |
| ACW Time (Average) | ≤ 3 sn | 2,6 sn |
| Ring Time (Average) | ≤ 2 sn | 1,4 sn |
| Hold Time (Average) | ≤ 1.10 dk | 0.58 dk |
| Overflow Call Count (Monthly) | ≤ 5 | 3 |
| Call Quality Score | ≥ 95 | 96,4 |
What has been learned
“In banking call center projects, confidentiality, regulatory knowledge, and auditability are as important as technical competence for success.”
Pusula CX has developed a service model for this project with a private bank that not only handles call operations but also provides the corporate assurance that a bank requires.
Key Added Values
- High compliance standards: Personal Data Protection Law, ISO 27001, Law No. 5411
- Rare performance in the banking sector with a 98.6% fulfillment rate
- Only teams dedicated to the bank, no overlap with external projects
- Sustainable operations with zero penalties and zero SLA violations
- Real-time reporting and evidence-based recording system
Conclusion
Pusula CX has demonstrated exemplary partnership performance in the areas of security, compliance, and operational efficiency by implementing the private bank’s outbound call operations from scratch.
