Istanbul call center software
Our agent team works on a platform we developed ourselves, with eight modules and CALLAII AI. You see the same dashboard.
In a city dense with e-commerce, finance, insurance, and retail, call volume doubles during campaign periods. Since you don't buy seats, the team grows during November campaigns and shrinks in January, with costs tracking volume.
Requests from Istanbul are predominantly via messaging channels: WhatsApp, Instagram, and live support usually come before phone calls. All four channels are managed on a single operations screen.
How we work from here
- Your existing PBX connects via ready PBX connection; your number and operator remain unchanged.
- Agents communicate via browser; calls, chats, and customer records stay in the same panel.
- CALLAII analyzes all calls, generates coaching, and alerts managers to risky calls.
- SLA, NPS, CSAT, and resolution time are monitored in real-time via a custom panel.
- Setup and training are conducted online; on-site meetings are welcome in Izmir.
- For organizations that don't want to build a team, an agent team add-on is also available.
Our headquarters are in Konak, Izmir. Since the software runs in the cloud, your organization's location doesn't matter.
Scope
Agent team: built to your response standards, with shift and quality control built into the platform
Call center software and cloud PBX: your existing number and carrier stay unchanged
Omnichannel support: phone, email, live chat, WhatsApp, Instagram, Messenger
CRM and field sales: customer card, task, quote, and field visit in one dashboard
CALLAII call analysis: every call is scored, coaching is generated for the agent, and risks are flagged to the manager
Shift and workforce management: scheduling, absence, peak load, and break tracking
What’s changing in Istanbul operations
The real challenge in multi-channel, multi-shift operations isn't capacity but consistency: giving different answers to the same question on the phone in the morning and via WhatsApp in the evening. Response standards are written into the quality rubric, and CALLAII scores every channel with the same criteria. Measurement is most useful on campaign days, as you can see which line is congested without waiting for reports.
In operations running alongside the industrial corridor in Kocaeli and surrounding areas, managing both provinces with a single team is common.
FAQ for Istanbul
You don't have an office in Istanbul; can you keep up during campaign periods?
Yes, because capacity depends on shift planning, not office space. If you share the campaign calendar in advance, the team is staffed accordingly; if volume exceeds expectations, it expands from a reserve agent pool. During peak times, you can see live on the panel which channel is backing up.
We have multiple brands; do they all appear in a single panel?
Each brand operates separately with its own greeting text, number, and quality rubric; reports are segmented by brand. It's also possible for the same team to handle multiple brands, in which case the agent scorecard comes with brand breakdowns.
Do our e-commerce orders appear on the conversation screen?
Yes. There are ready-made connectors for Shopify, WooCommerce, Ticimax, ikas, IdeaSoft, and T-Soft; when a customer calls, the latest order, amount, and shipping status open next to the customer card. The agent doesn't need to switch to the store panel.
