Background

To handle consular services, emergencies, and informational calls from citizens abroad, the goal was to establish a Multilingual Call Center operating 24/7. This system also included support for diplomatic missions worldwide.

Challenges

• Calls from 220+ countries/regions
• Continuous bilingual support in Turkish and English
• 24/7 operations, including official holidays
• Rapid response and alarm mechanism for emergencies (death, detention, missing persons, etc.)
• Response time target: ≤ 20 seconds
• Routing of calls to diplomatic missions via IVR
• Requirement for a special security layer in compliance with KVKK and state secrets

Solution Approach

1. High-Security Physical Environment

• A dedicated, isolated call center area was established for the project.
• All operators underwent criminal record and security clearance checks.
• Access was restricted to card and biometric verification only.

2. Multilingual Operational Structure

• Core service languages: Turkish and English.
• Agents received special training in diplomatic correspondence, cultural sensitivity, and official communication protocols.
• A dual-shift system ensured uninterrupted support 24/7, including official holidays.

3. Emergency Escalation & Alarm System

• A red-alert protocol was implemented for incidents such as detention, disappearance, and death.
• Cases were categorized and forwarded to the institution’s digital platform after calls.
• Immediate notifications were sent to senior officials via email/SMS.

4. Routing & Reporting

• Calls were routed via IVR based on country and diplomatic mission.
• All calls were logged and analyzed with detailed conversation reports.
• Daily, weekly, and monthly reports were provided by category.

Performance Results (First 6 Months)

Value-Added Services

• 24/7 Bilingual Global Consular Support Line
• Country/mission-based routing via IVR
• Emergency alarm system (SMS & Email supported)
• High-security infrastructure – state-secret level isolation
• Agents trained in diplomatic communication

What has been learned

“Call service is not only about providing information, but also about creating trust during crises.”

Through this service, Pusula CX established a lifesaving communication network for citizens abroad by maintaining the highest standards in both infrastructure security and agent quality.

Conclusion

This project went beyond the concept of a call center to function as a bridge for diplomatic communication security and citizen support. Pusula CX provided Turkey’s diplomatic network with digital infrastructure assurance.