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VakıfBank is the second largest bank in Turkey with its 16,882 employees, 5,000 ATMs and 939 branches.
Using its power in digitalization to eliminate barriers, VakıfBank started a service period with sign language on its video call center for its hearing impaired customers.
Thus, it was possible for our hearing-impaired customers to receive improved service in transactions that required them to go to the branch or call our call center.
Within the scope of this project, while giving sign language training to the employees; from branches to ATMs, from digital banking to POS devices, solutions are developed to meet the needs of individuals with disabilities at every point of contact with customers.
Thanks to online support application “Live Support, which was launched in 2019 on vakifbank.com.tr, it has become possible for our hearing-impaired customers to make written transactions and to perform some transactions with written assistance from customer representatives.
ViBi, the artificial intelligence-based voice assistant located in the mobile banking application VakıfBank Mobil, was commissioned and thus the ViBi integration with the Live Support service was completed. Therefore, requests can be fulfilled not only through mobile banking but also when the call center needs to be called, thanks to the Live Support feature.
This application, implemented for our hearing-impaired customers, is just one of VakıfBank's comprehensive banking steps.
VakıfBank has further strengthened its promise to always stand by everyone through its digitalization investments. Thanks to this service, which will facilitate banking transactions for the hearing impaired, VakıfBank customers whose disability information is registered in the bank can connect to the video call center and receive service in sign language. VakıfBank customers, whose disability information is not registered in the bank, can make their definitions via the 'Live Support' application without going to the branch. As it is known, VakıfBank is the only bank that can perform disability status update centrally. With the new application, hearing impaired individuals do not have to go to a branch even for transactions that are not available in the VakıfBank mobile application, such as increasing the daily money transfer limit, updating the account transaction type! VakıfBank customers can successfully carry out all transactions executed by a regular individual.
In case the hearing impaired VakıfBank customers need to go to the branch, they are informed that they will be assisted by getting sign language translation service from the call center. In the same way, translation assistance is provided to branch employees.
In addition, as an unique feature, there is a hearing impaired employee from VakıfBank disabled staff in the team that serves hearing impaired customers.
Thus, customer satisfaction is kept high by providing easier and quicker access to products and services.
The disability status of 603 customers in VakıfBank Call Center is "hearing impaired". The number of our hearing-impaired customers connected to the video call, which we have been serving in sign language since February 20, 2021, reached 2627.
VakıfBank saves a great deal of time and labor in transactions made through the Live Support service. With the commissioning of the project, a total of 666,602 calls were made in the Live Support application. Our average call time is 168.12 seconds. The average number of calls per day, which was 57 when the live support application was first launched, increased to 74 with the ViBi integration. In total, the average number of calls per day rose to 678.
