NEWSROOM

This year, November has become a campaign month with Black Friday discounts. Although consumers prioritize online shopping, they have used many communication channels for details about their orders including call centers. According to AloTech, which offers call center infrastructure, more than 6 million people reached call centers in November with a total of more than 50 million minutes of calls.

*** This release is originally published in Turkish.
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ISTANBUL (TR) - Alotech, which offers all written and voice communication channels for call centers on a single platform, examined the impact of Black Friday campaigns on call centers in November, including many brands. According to data from more than 20,000 customer representatives who received calls through AloTech, 6 million 97 thousand 579 people reached call centers and a total of more than 50 million minutes of calls were made.

Most calls on Tuesday

The most frequently called days of call centers were Tuesday, Friday and Thursday, respectively. In addition to reaching call centers by phone, customers also reached call centers using popular communication channels (WhatsApp and chat) and bots connected to these channels. The most incoming hours on Black Friday were 11: 00-12: 00, 14: 00-15: 00 and 13: 00-14: 00, respectively. Shopping birds were online at night too! A total of 138,310 calls were made between 00:00 and 04:00 at night.

“Technology” was the sector that received the most calls

The sector that received the most calls on Black Friday became the "technology" sector due to the increasing demand due to the pandemic. The technology was followed by 'furniture' and the 'online market market', which has recently become the popular sector.

While Manisa was the city with the most interviews, Edirne was the second, Kastamonu was the third, Şanlıurfa was the fourth and Tekirdağ was the fifth.

Chatbot trend continues to rise

Companies using bots for communication met 68% of written requests with Chatbot and 3.66% of voice requests with Voicebot. In this way, companies achieved cost savings between 15% and 56% in operational expenses.

During Black Friday, while customers were talking over 3 million 94 thousand 507 minutes of WhatsApp and Chat, 41% of the written calls were made on WhatsApp. On the other hand, calls gone through the AloTech infrastructure in 5 continents, 48 ​​countries and 19 different languages.