Türkiye’s Transport and Infrastructure Ministry and its affiliated institutions respond to an average of 22 million calls each year, with citizen satisfaction reaching 94%, Transport and Infrastructure Minister Abdulkadir Uraloğlu said Monday.
Uraloğlu said call centers operating across 18 locations in 10 provinces employ up to 3,500 personnel during periods of increased demand, as the ministry works to improve accessibility and service quality for citizens.
He said the ministry conducts research and field studies to assess citizens’ needs and satisfaction with call center services, with requests, suggestions and complaints recorded around the clock and directed to relevant units for resolution.
The ministry also provides written request forms, live support and sign language interpretation through its mobile application and website, allowing people with hearing impairments to access video assistance for transportation-related issues.
Uraloğlu said an artificial intelligence-powered chatbot has also been introduced through the ministry’s mobile application to provide faster responses to citizens. The system evaluates questions and information requests using keywords identified in coordination with the ministry and relevant institutions and automatically provides appropriate responses.
When the chatbot cannot adequately address a request, or when users select the “Other” option, conversations are automatically transferred to live support.
The ministry also measures citizen satisfaction through multiple channels, including Interactive Voice Response (IVR) surveys following calls, mobile application surveys, callbacks and automated calls. Quality assessment specialists regularly evaluate call center performance and citizen representative services, with the findings used to identify areas for improvement.
Uraloğlu also highlighted the ministry’s WhatsApp Support Line, which allows citizens to submit requests, suggestions, opinions and complaints concerning services provided by the ministry and its affiliated institutions.
The ministry’s call center infrastructure also includes an external dialing, or Auto Dialer, system that automatically initiates calls based on system-generated predictions. Unanswered numbers are skipped, while answered calls are directed to customer representatives.
The system allows institutions to manage blacklist databases and determine how frequently numbers are contacted, while an API infrastructure enables numbers to be dynamically transferred into the system when needed.
Uraloğlu said call center representatives’ screen activity can be recorded simultaneously with audio and reviewed in synchronization, while the ministry also maintains continuous communication with citizens through its social media channels.
