Our New Technology Investment
VodatechTech analyzed its customers’ call center usage in 2023. According to the data from VodatechTech, which serves over 170 companies operating nationally, investments in both human resources and technology stood out in 2024. As a result, the number of customer representatives employed in the call centers of VodatechTech’s clients reached 30,000. Among the 76 sectors served by VodatechTech, the three sectors with the highest call center usage were e-commerce, retail, and logistics.
Consumers Loved Chatting on WhatsApp
In 2024, the biggest leap in call centers was in the use of chat and chatbots. The use of chat, where consumers communicated with customer representatives, increased by 500% compared to the previous year, while the use of chatbots, which are AI-based software programs, saw a 900% increase. 64% of incoming requests were resolved in the bot environment without the need to connect to a customer representative.
In 2022, VodatechTech’s customers received over 267 million calls to their call centers, and the total conversation time for these calls exceeded 667 million minutes. The month with the highest number of calls in 2023 was November, known for its campaigns.
