184 SABİM

Contact Center of Ministry of Health, technical infrastructure and software of which was developed by Armakom Armakom Communication Technologies, aims to have and evaluate any problems, complaints, suggestions or requests of the public about Ministry of Health, to solve them by providing instant and onsite respond and increase Ministry’s service quality by accelerating bureaucratic processes.

 

 

Calls to 184 accross Turkey are directed to Sabim Call Center that is allocated to the Ministry of Health by Turk-Telecom. “Applications” by these calls are replied and recorded by “Operators” via special Sabim software and Call Center application. The recorded applications are assessed by “Sabim officials” and transferred to related administrators. “Analysts” working at the headquarter and/or field units of the Ministry have access to the system on Internet, view duties assigned to them, do requirements of the duty and reports the results through the system. “Administrators” are able to monitor actions which were taken against applications, concurrently through the system.

 

 

 

Calls to 184, which are forwarded to Ankara by Turk Telecom, received by Sabim Call Center. Through operator softare integrated to call center, received calls are responded and classified by “Operators” and recorded under SQL database. Call center and operator software are designed to operate integratedly, which provides many advantages in the functioning of the system, for example;

 

• Message and Voice Response System; when the calls received for the same reasons require the same answers, the caller is forwarded to voice response system, freeing Operators from giving the same answers for the same questions and saving their time.

 

• Black List; In the event of “unfounded calls”, the disturbing number put to black list for a period predetermined by the Administrator and their calls are rejected by the Exchange within this period.

 

• Address Control from Phone Number: By the address database to be provided by the Turk Telecom, the address of the calling fixed number (where the phone number is displayed) is displayed on on the monitor when the call is received.

 

• Phone Number Control from Current Database: Operators are warned when if a call was received in the past from the calling person or phone number.

 

• Voice Records: All voice records of all phone calls are stored with their Application Number so as to enable easy access and examination in the event of a conflict. Voice record of the application could easily be attached to the file when forwarding received application to the administrator.

 

 

Applications recorded by the Operators are evaluated and filtered by “Sabim officials” on web-based sabim software and sent to administrators.

 

Administrators, who are described as “Analyst” in the System and work at the Ministry’s headquarter or in the provinces, are able to view applications forwarded to them through connecting to the System on Internet and enter the transactions for applications into the system.

 

Hence, senior administrators, described as “Administrators” in thr system, and system controllers can follow all applications to Sabim and due transactions and can also use the system as a means for in-house commissioning purpose by creating a new application.

 

Furthermore, Announcements part in the System sets an in-house announcing and discussion medium.

 

 

With the Call Center servicing 24/7 with advanced technology, a Contact Center, which can be accessed at any time accross Turkey was established. This enables public to convey their suggestions and complaints about the Ministry of Health to the concerned authorities by dialing a single number and follow the results.

 

Call Center and Software integrations prevented considerable problems that some other call centers are facing today.

 

Web-based software enables access by administrators to applications received accross Turkey and concurrent monitoring of the concerned transactions from the headquarter.

 

Since the system is of an expandable and flexible structure, it can be upgraded and modified in line with the new requirements.

 

It can also be used for in-house commissioning and duty monitoring purposes by making in-house applications through the System.

 

It has contributed to in-house communication by applications of announcement and discussion groups.