Turkcell Global Bilgi formed special service teams in 2010 as part of the service segmentation efforts carried out in Turkcell Consumer Operations; thus enabling those users with different service needs to obtain these services from trained expert customer representatives. Designed under the leadership of Turkcell Global Bilgi Customer Relationship Management, and with the efforts of the IT department, the system differentiates itself from other practices in the sector with its technological features and process for the maintenance of satisfied customers. Protected by "Tasdix", the first digital time stamp introduced to the end-user in Turkey, this program was entered into TÜBİTAK registers, and its usage rights are under proprietary protection.
In 2010, Turkcell Global Bilgi ranked first in the world and the EME A region in the "2010 Top Ranking Performers" assessment by ContactCenterWorld.com; for the "Gaining New Customers - SO HO*" project, designed for professional groups in Turkcell Corporate Operations. The SO HO project is a club, covering professional groups including doctors, lawyers, pharmacists, public accountants and real estate agents. It operates under the membership system to provide members with exclusive services related to their own professional groups.
*Small office home office
With the aim of facilitating its members' businesses, the project enriches customer experience with benefits that include customer services through a free, dedicated number; educated customer representatives who have a command of the terminology of the related professional group; bulk SMS packages; web assistant service; mobile knowledge banks; and special discounts from brand partnerships. The SO HO project speeds up campaigns and club membership sales compared with traditional sales methods, as well as providing cost efficiency.
With the achievement of many firsts since its establishment, and with an investment of TRY 125 million over 10 years, Turkcell Global Bilgi contacted 230 million customers in 2010.
With the achievement of many firsts since its establishment, and with an investment of TRY 125 million over 10 years, Turkcell Global Bilgi contacted 230 million customers in 2010. It responded to 15,000 video calls through mobile internet technology with 3G speed, and provided for the first time a video call center for the hearingimpaired. Turkcell Global Bilgi has won 25 national and international awards over the past five years as a result of its differentiating service approach.
We both increased customer satisfaction and reduced costs, by implementing voice recognition for our customers
We introduced voice signature on February 9, implementing voice recognition so that our customers are no longer obliged to answer security questions before speaking to a service representative.
We eased the lives of company executives with refinements to Corporate Online Transaction
New features were added to Corporate Online Transaction, which enables company executives to manage corporate lines through approximately 200 transaction options; companies were provided with 24/7 online transaction capability. With the addition of new reports, customers can produce any report they need from this channel.
We provide corporate customer services customized to company
With "İşTcell Business Class Customer Services" for company executives and decision makers; "Technical Support Service" for IT executives; and "İşTcell Corporate Customer Services" for company employees, we provide exclusive services with tailor-made solutions for the varying requirements of different profiles.