Company Overview:

abcallcenter ( SAFIR AB ARAM Co.) as outsourcing Contact Center & BPO, using advanced Technical and expertise substructure?s along with associated worthwhile Managerial experiences which are presents of the past years, will provide Valuable Services at discretion of customer oriented Companies and organizations interested in change and transformation. AbCallcenter as Contact Center utilizing Pro-transformation spirit of Management, has acted upon cognition of the demands of the companies and manufacturing, trading, serving, industrial and other organizations, and In the alignment of attainment of the best, has tried to prepare all necessary supporting & technical substructures.

Role of the Center:

Our Call Center offers its services depending on the type of business of our clients have. Most of our services are customer service call center and customer support. Our call center receives, processes, and responds to over 7 million requests annually through multiple channels, such as voice, chat, email, and social Medias. We are providing a variety of services to our clients such as, customer service, help desk, marketing, surveys and sales. Our main scopes of service are banking, payment, telecom and insurance. We are playing the important role in our clients business and we know we must have a very good relation and understanding of our clients’ vision.

Company Overview:

Allianz, one of the world's most powerful financial communities, serves as one of the world's largest insurance and asset management companies, with over 140,000 employees in more than 70 countries, according to the Brand Finance "Global 500" research. Allianz Turkey, which has 2500 employees, 12 regional directorates, 4000 agencies, more than 2000 bank branch channels and 6000 contracted institutions with 6 million customers in 81 provinces, hosts Allianz Insurance, life insurance and pensions companies operating in the field of elemental insurance under its roof. Allianz's history in Turkey dates back to 1923 and its existence dates back to 1988.

Company Overview:

AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies. As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.

Role of the Center:

Support customert and sell products

Company Overview:

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution in Saudi Arabia. BAJ is a client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with Shari'ah compliant financial services through professional and dedicated staff.

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customer, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk

Company Overview:

Borusan Otomotiv, founded with the partnership between Borusan Holding and Giwa Holding operating in Germany has been the Turkey distributor of BMW. With the addition of BMW Motorrad in 1992, Land Rover in 1998, MINI in 1999 and Jaguar in 2014; the range of Borusan Otomotiv has expanded.

Company Overview:

CCC is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations in 11 countries have demonstrated competence in Incoming Calls, Outgoing Campaigns, Written Customer Communication via E-Mail, Chat and Social Media, Digitalization, IVR Solution, as well as Backoffice activities. 54 international awards, certifications to EN 15838, as well as the ranking in the Global Outsourcing 100, confirm the high quality standards in CCC.

Company Overview:

DHL is part of Deutsche Post DHL is a global market provider in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

Company Overview:

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers.

Role of the Center:

The main philosophy of our company is not just to support customers but to provide an excellent service and treat every request as the most important. Our goal is not just to satisfy but to exceed the customer expectations. This role is fulfilled by my contact center with the main focus on our customers. My team faces various requests starting with bookings of transportations, service enquires, trackings of shipments and the processing of complaints and all of that with an insanely customer centric behavior.

Company Overview:

We are a courier company in over 220 countries across the world.

Company Overview:

DHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.

Role of the Center:

Roles of our Contact Center: - bookings - support customers - tracing - handle claims and complaints - sell services

Company Overview:

Dubai Police, 901 Call Center, serving all Segments of Customers, 24 hours a day, year-round, and in 7 Languages. Smart Systems Automatically identifies Callers with disabilities, heart patients and old aged customers.

Role of the Center:

Our organization prides itself in being a Customer-Centric Organization that places great value on capturing customer voice and acting in real time to fulfil customer needs and far exceed customer expectation. We participated in many international awards and won the first place in the Dubai Government Excellence Award in the field of customer service and the best government service via mobile phone. The call center service was launched on 20/10/2010 and it operates 24/7 and aims to always provide low effort/best quality services to all segments of Dubai Police Customers.Capturing customer voice and covering customer needs are Strategic directions to us. our call center deals with suggestions, complains and provide technical support on the use of our organization applications among other aspects of support. All of the above is aligned to the United Arab Emirates government strategy, mission and vision to provide low effort, seamless and Omni Channel services 24/7/365. Managing all of this and achieving pioneering results is what keeps me awake at night.

Company Overview:

International outsourcing sales & retentions providers

Role of the Center:

The main role is adding value to partners in retaining their current base through providing an exceptional level of service and efficiency in a sales and retention operation. Reactivation of lost customers also forms a part of this "reactivation" role, plus cross-marketing value added services to increase the value perception of their clients to their main brand.

Company Overview:

EXL is a provider of offshore business process outsourcing solutions to the Global 1000.

Role of the Center:

We are a large outsourcing service provider with more than 31,000+ professionals across the globe serving 850+ clients from 50 global delivery locations across the United States, Europe, Asia, Latin America, Australia and South Africa. As part of our strategy, “to be where our clients need us,” we decided to invest in a delivery center in Cape Town, South Africa in 2015. We currently serve 2 international clients from our South Africa delivery center. Large UK Insurance Client – we manage inbound Service and Claims calls for this campaign. The scope of work include - Service: Policy changes, Coverage verification, Payments, Refunds, Upsell, assist with document request and Complaints management. Claims: Claim set-up, Cover verification, Instructions to supplier – high complexity work requiring great Customer Service, High EQ and natural ability to exercise empathy Large Australian Insurance Client - we manage inbound Sales and Service calls for this campaign. The scope of work includes - assisting customers with Quotes, Amendments, Product Alignment and Sales, Renewals, Policy changes, Coverage verification, Payments, Refunds, Document request and Complaints management – this voice work is the highest complexity of work we do across other Voice across geographies, as it requires Customer Service, Sales and Negotiation Skills.

Company Overview:

EXL is an outsourcing service provider with more than 28,000+ professionals across the globe serving 800+ clients from 50 global delivery locations in the Americas, Europe, India, Asia, Colombia and South Africa and offer support in more than 25+ languages.

Company Overview:

Established in 1946, Garanti Bank is Turkey’s second largest private bank. Garanti is an integrated financial services group operating in every segment of the banking sector including corporate, commercial, SME, payment systems, retail, private and investment banking together with its subsidiaries in pension and life insurance, leasing, factoring, brokerage and asset management, besides international subsidiaries. Implementing an advanced corporate governance model that promotes the Bank’s core values, Garanti has BBVA as its majority shareholder and builds its strategy on the principles of always approaching its customers in a “transparent”, “clear” and “responsible” manner, improving customer experience continuously by offering products and services that are tailored to their needs.

Role of the Center:

Our primary role is “Customer Service”. Recognizing the importance of customer satisfaction created by quality and consistent service delivery, we analyze customer needs timely, efficiently and accurately, and offer our customers fast and easily accessible services targeted at first call resolution. With a successful track record of 21 years, we maintain our dedication and contention in the sector with our differentiating service concept by producing customer-centric solutions through innovations in technology and by financial products portfolio positioned in line with the Bank’s strategies. We interact with our customers through a variety of mediums such as Telephone, E-mail and Video Call. Credit card inquiries, banking transactions, informative services, digital channels’ services and inbound & outbound sales activities are the main services that we provide to our customers. In addition, we have dedicated groups such as affluent banking, investment banking, mortgage & general purpose loans. By having “Branch Calls Management” unit, besides being the first contact point for the central calls of the retail branches, abandoned branch portfolio calls are directed to the Contact Center to create on the spot solutions to our customers.

Company Overview:

We are a fleet leasing company in Turkey since 2003. Our main goals are raising standards of our customers and helping them to be successful in their corporate life by providing privileged vehicle and fleet solutions to them. We serve customers with more than 240 staff in İzmir, Bursa, Ankara, Adana, Istanbul. We facilitate the lives of our about 6.000 corporate customers

Role of the Center:

We began our journey in 2003 and we continue today as the leading fleet leasing company’s solution center of Turkey. With our solution center service, our main goals are raising standards of our customers and helping them to be successful in their corporate life by providing privileged vehicle and fleet solutions to them. We provide solutions for the needs of our customers with our expert staff which has a good grasp of operational leasing processes and, is experienced in this industry. Our 16 years of operational leasing experience allow us to deeply understand the customer journey and make it simpler, faster, safer and valuable with rapid and highly effective support. Our solution center is serving customers for both aftersales and sales issues via inbound and outbound platform. And also we have a customer complaint & suggestion management team. We deliver accessibility, reliable information, and care to our customers in each interaction, making every contact an opportunity to improve the trust between customers and our company via treating each customer as unique. It is not easy to understand automobile technical for the customers. As solution center of our company, we manage the company-customer communication required at all stages of the customer life cycle through all channels with the philosophy to provide a perfect customer experience. By solving customer requirements and inquiries in a fast and efficient manner, we create maximum customer satisfaction.

Company Overview:

National Bank of Oman Founded in 1973, National Bank of Oman was the country’s first local bank, forging a rich history with Oman’s local businesses and its economy at large.

Role of the Center:

The primary objective of our call centre is to serve all the customer segments of the bank, from inquiries to daily banking functions, delivering an overall exceptional service accurately, effectively and efficiently. The call centre acts as a convenient extension of the branch and a customer service representative, which can be accessed 24 hours a day, seven days a week, cementing us as the customers’ channel of choice. The call centre agents are trained in supporting all of the bank’s standard products and services – ranging from simple balance inquiries to presenting tailored offerings in line with the customer’s goals or products and services that could be of interest to them. The call centre also handles all customer facing channels as well as receiving and recording customer complaints and compliments. In addition, the Customer Relationship Management (CRM) system manages marketing of the products and services through push SMS services and feeds into the synergy between the bank’s sales channels and branches creating an opportunity to upsell and cross sell. This enables the bank to cater to the customer’s requirements whether it be banking and transactions, borrowing, or the investment opportunities and protection options offered by the bank. The call centre also manages video banking facilities which includes but is not limited to cash transactions, even after business hours. Armed with the CRM system to anticipate the customer’s next request or action, the contact centre agents are able to meet the initial expectation and surpass service expectations for the next steps.

Company Overview:

Noetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys™, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys™ is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.

Role of the Center:

Live Person Detection (LPD™) & SNoDrop™ benefits the contact center agent in several ways: - It eliminates accurately and consistently all calls to voicemail and other answering services removing frustration and wasted time. - It increases dramatically agent morale as any outbound calls to customers that would normally just hang up or become abusive on receipt of an outbound call will rarely reach an agent as they are terminated during the AI stage. This means that agents will only be connected to live calls recipients that are actually happy to talk to them. - It increases the number of opportunities to talk to decision makers and typically increases SPH (Success Per Hour) by around 40% thus increasing agents income.

Company Overview:

Established in 2003, Ocular Technologies is a specialist enterprise communications company and turnkey services provider. The company has made its mark at the forefront of the industry as a preferred partner for large-scale corporates, SMMEs and government affiliates alike. ??With a reputation of in-house excellence and capability, its portfolio has now expanded from the contact centre industry to include emerging technologies that centre on enhancing the customer experience and delivering consistent ROI. The solutions we provide include Contact Centre Interaction Management and Optimisation platforms; Microsoft Lync, SharePoint and Dynamics deployments; social media monitoring and tracking; and cloud-based services and solutions such as LyncOnline, Office365, OcularConnect Hosted Contact Centre and OcularWired Hosted Workforce Optimisation. ??Ocular Technologies is 100 percent black owned and a South African Level 1 BEE Contributor with a procurement recognition level of 135 percent.

Company Overview:

Pegasus is an airline in Turkey, which provides transportation opportunities on point-to-point basis in short and medium range flight lines and aims to set up a wide flight network with high flight frequency for guests. Pegasus Hava Tasimaciligi A.S, which was founded as a joint venture company on 1990 by Aer Lingus Group, Silkar Yatırım ve Insaat Organizasyonu A.S. and Net Holding A.S., entered into commercial operation with two airplanes. After being acquired on 2005 by Esas Holding A.S. owned by Sevket Sabanci and his family, Pegasus started scheduled domestic flights in November of the same year and became the 4th top among the scheduled airlines operating in Turkey. According to the final structure of partnership after the Initial Public Offering; 34.5 % of shares are floating in Borsa Istanbul and 65.5% belongs to Esas Holding A.S, whereas the rest is owned by Sevket Sabanci and his family.

Company Overview:

At Pusula Call Center, our customers' requests for operational excellence, sustainable services and offering appropriate solutions in accordance with customer price are met with are experience since 2009. We offer innovative business models and professional solutions beyond the expected service.

Role of the Center:

Ensuring group coordination, following operational shifts, ensuring and strengthening operational communication, following and organizing changing workflows, ensuring intra-group communication

Company Overview:

Tele2 AB is a major European telecommunications operator, with about 34 million customers in 10 countries. It serves as a fixed-line telephone operator, cable and Digital television provider, mobile phone operator and Internet service provider.

Role of the Center:

The company's Distance service is engaged in processing incoming and outgoing customer requests for company services. Support is provided on the voice line, in digital channels, including SM

Company Overview:

Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.

Role of the Center:

Customer Care, Customer Service, Acquisition, Technical support, Debt Collection, Back office and Chat and Sales

Company Overview:

Truphone provides businesses and individuals with mobile phone plans. We built a single network for the whole world on a fundamental premise that global network's mobile network should be build without consideration for country borders which is completely different than most operators today. We bring you closer to your contacts. We give our customers 8 international numbers on a single SIM which effectively makes them a local in those 8 Truphone countries. Our customers are truly global and need to stay connected and we take it as our mission to keep them connected wherever they are in the world. We provide our customers outstanding 24-7, multilingual support that they can access quickly and easily anywhere in the world.

Role of the Center:

Main Center Role: Our contact centers from both Lisbon and Manila are focused to keep our customers connected wherever they are in the world. This means that we offer 24/7 multi lingual customer service to ensure our customers get the best possible mobile connectivity and the best possible experience whilst they grow their businesses around the world.

Company Overview:

Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector, started its banking activities in 1927. With its ever-expanding branch network and wide range of products and services, TEB continues its brokerage operations in a set of different financial fields such as investment, leasing, factoring and portfolio management. After its public offering in February 2000, TEB became the partner of BNP Paribas in February 2005. TEB, with its partnership of BNP Paribas, expanded its expertise in corporate, commercial and private banking to retail banking, small business banking and SME banking. As of February 2011, TEB and Fortis Bank A.Ş. completed their legal merger under TEB brand.

Role of the Center:

Our vision is understanding customer needs, generating income by effective use of the sales force, being taken as a benchmark in the world, providing know-how and being a strategic force in our bank with qualified human resources, productive business processes and efficient technology.With increasing our NPS score, intending custormer satisfaction , sales depends on customer loyalty.

Company Overview:

Vaillant Group, which has been operating in Turkey since 1874, when Remscheid was founded in Germany by Johann Vaillant, has been a pioneer in the heating and ventilation industry since 1992. Vaillant Turkey provides services for the highest level of customer satisfaction with its renewable energy-sourced, environmentally friendly and energy-efficient heating and ventilation products in Istanbul Central and Izmir, Adana, Ankara regional directorates and its authorized vendors and services spread throughout the country.

Company Overview:

Vericall Ltd is an outsource contact centre specialising in subscription sales and customer management. With 10 years experience managing Pay-TV contact centre solutions including high volume event based solutions, Vericall can help you deliver exceptional customer service while driving revenue with sales through service.

Role of the Center:

VeriCall performs a variety of functions on behalf of our clients. Primarily these are focussed around customer service, we provide services for over 68% if the UK and Irish Directory Enquiries market as well as front line support to firms across Cosmetic Surgery, Travel Industry, IT Support, Financial advisors, Medical Insurance providers, Telecoms and Catering firms. Along side this we also provide full customer lifecycle management to firms in the payTV industry. This inculdes subscription sales, technical support and customer service, fulfilment services and debt recovery.

Company Overview:

The contact Centre is the primary route of access for all Vonage Business Customers in the European and Australian market, throughout the customer lifecycle. This include sales, provisioning, billing, customer enquiries and retention as well as Technical support . The centre operate 24/7

Company Overview:

Provide personal resilience support to call centres and the customer service industry

Company Overview:

Webhelp is a Paris-based international customer relationship management group. Webhelp engineers customer experiences on behalf brands, and through our transformational outsourcing proposition we can drive performance improvement, deliver a real and lasting transformation in clients’ operating models and deliver material financial advantage. Our ability to deliver is powered by data and applied analytics, which play a vital role in our work as a digital company. Since its inception, Webhelp has grown significantly with more than 500 partners being served by our global teams which cross more than 35 countries and more than 140 customer experience hubs.

Role of the Center:

Customer Contact Center