Case studies
Citizen contact centre for a Turkish public institution
For a public institution running a high-volume programme, four-language service and upstream quality control cleared the backlog and cut rework.
The challenge
Application and enquiry volumes had grown for three years while establishment had not. The largest cause of delay was incomplete applications bouncing back. A meaningful share of applicants were not comfortable transacting complex matters in Turkish alone.
What Corpshore did
We established a managed service in Ankara covering enquiry handling, completeness review and applicant guidance. The decision that mattered was moving quality control upstream: applications are reviewed for completeness before entering the queue. Service is available in Turkish, Kurmanji, Arabic and English.
Results
- The backlog cleared within the first five months and has not recurred
- Rework fell an estimated 44 percent after the upstream check and plain-language rewrite
- Contacts per application fell by roughly a third
- Applicant satisfaction rose across every language group, most among Kurmanji and Arabic
Why it worked
The volume problem was real and a symptom. The defect was that applicants could not understand what was being asked of them, in a language they were comfortable in.
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