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.

Role of the Center:

The CRM vision of Borusan Otomotiv Group is achieving increased customer satisfaction, loyalty and profitability through a personalized customer experience enabled by a simple, fast and omni-channel CRM approach. In line with this vision, Borusan Otomotiv Customer Interaction Center becomes a crucial touch point of the premium customer experience. Our single centralized center provides a 365-day customer service.

About the client: CCBA is the largest Coca Cola bottler in Africa and accounts for about 40% of all Coca Cola beverage volumes in Africa, which makes it the 9th largest Coca Cola bottling partner worldwide service 12 high-growth countries; with a diverse pan-African footprint of more than 30 bottling plants servicing over 550,000 outlets and serving a consumer base of over 249 million people across the continent. CCBA has more than 15,000 employees spread across Africa, and holds the number one market position across most territories in which it trades in Africa, which include, Uganda, Mozambique, Kenya, Namibia, Ghana, Tanzania, Ethiopia, the islands of Mayotte and Comoros. CCBSA is the South Africa division, accounting for roughly 70% of CCBA’s produced and sold volume. The group aspiration is to be the best Coca-Cola bottler in the world and Africa’s most valuable independent food and beverage-company, driven by engaged, motivated, and capable employees.

Role of the Center:

The CIC (customer interaction centre) is primarily responsible for fulfilling Sales Orders and managing any query or complaints for our Clients soft drinks customers. As part of a hybrid sales force, the CIC maked up 70% of all sales revenue and thus plays a pivotal role for the customer in ensuring all sales and cost reduction strategies are achieved, while provide a world class customer experience. The overarching contact centre strategy is focused on increasing sales and growing and retaining our Clients existing customer base. To achieve this we are focused on generating additional revenue by providing efficient service across multiple channels and create additional capacity. Our strategic objectives are aligned with our Clients vision to: 1) Improve operational efficiency 2) Reduce costs 3) Grow Sales revenue 4) People and Customer First

CCBA is the largest Coca Cola bottler in Africa and accounts for about 40% of all Coca Cola beverage volumes in Africa, which makes it the 9th largest Coca Cola bottling partner worldwide service 12 high-growth countries; with a diverse pan-African footprint of more than 30 bottling plants servicing over 550,000 outlets and serving a consumer base of over 249 million people across the continent. CCBA has more than 15,000 employees spread across Africa, and holds the number one market position across most territories in which it trades in Africa, which include, Uganda, Mozambique, Kenya, Namibia, Ghana, Tanzania, Ethiopia, the islands of Mayotte and Comoros. CCBSA is the South Africa division, accounting for roughly 70% of CCBA’s produced and sold volume. The group aspiration is to be the best Coca-Cola bottler in the world and Africa’s most valuable independent food and beverage-company, driven by engaged, motivated, and capable employees.

Founded in 1931, Smollan is a retail solutions company, delivering growth for retailers and brand owners across five continents. Smollan covers every aspect of how brands are managed in retail environments through the creation and execution of leading solutions in field sales, retail execution, retail marketing and technology. Internationally recognised for our exceptional human platform of over 60 000 people and sophisticated systems, we drive sales and create brilliant shopper experiences for some of the world’s most loved brands. Smollan has a long legacy of partnering with brand owners and retailers to deliver accelerated growth by increasing reach, driving availability and visibility, increasing efficiency and delivering superior shopper experiences. We operate across emerging and developed markets, modern and general trade, in physical and digital channels.

1. Focus on being customer orientated
2. Strive to be a strategic partner to clients
3. Focus on providing agile solutions
4. Take a strategic approach to aligning employee engagement with all communication efforts
5. Consistently develop software platforms to enable delivery
6. Strong market knowledge is key to understanding client needs
7. Strive to be seen as thought leaders and trusted advisors
8. Consistently innovate services to maintain best practice
9. Drive leadership growth through accountability and performance
10. Utilise Technology to enable key efficiencies

Role of the Center:

Customer service and consumer satisfaction is core to brand loyalty. With over 14 years worth of experience with top global brands, the CIC have developed custom solutions for various business models. Maximising results from brand campaigns, and giving one access to a truly omni-channel environment, in multiple languages, allowing one's customers to interact with their brand in any channel when it is convenient. For many clients, the CIC is the initial interaction point, between the customer and the brand. This enables us to provide an invaluable amount of information about their customer base, providing data-driven insights into behaviour, spending patterns and preferred method of contact. These insights enable more sales via targeted campaigns, build stronger brand relationships with customers, increase the overall lifetime value of the customer, and highlight opportunities to reach potential customers.

Volkswagen Group South Africa is a wholly owned subsidiary of Volkswagen Group AG and employs in excess of 5000 people. The Volkswagen Group comprises eleven brands: Volkswagen, Audi, Bentley, Bugatti, Lamborghini, Porsche, Scania, Ducati, SEAT, Skoda and Volkswagen Commercial Vehicles. The Group operates 60 production plants around the world and nearly 370 000 employees produce about 28 000 vehicles or are involved in vehicle-related services each working day. The Volkswagen Group sells its vehicles in more than 150 countries worldwide.

Role of the Center:

The Volkswagen Group South Africa Customer Interaction Centre (CIC) was established in 2004. To remain a leader in the automotive industry it is imperative to have an acute understanding of customer needs and to ensure that people, processes and technology are aligned and geared to reach and exceed the overall company objectives. The CIC offers its customer base a host of inbound services, namely: 24 hour Roadside Assistance, General Enquiries, Customer Care, Dealer Helpdesk, Fleet Support Services and Social Media that supports a national dealer network of approximately 150 dealerships comprising the Audi, Volkswagen and Volkswagen Commercial Brands. The role of the Customer Interaction Centre is to provide end-to-end Contact Centre services in support of customer loyalty, acquisition and retention. Strategically positioned at the VWSA manufacturing plant in Uitenhage, the Customer Interaction Centre is set to become the strategic imperative of customer service within the organization.

Alonet Bilgi The Company was established in 2012 in Istanbul. We are a Customer Experience Center of Turkey, operating with 900 employees and a capacity of 2.000 seats. In 9 main industries including Telecommunications, Retail, Finance & Insurance...We are designing over 10 clients’ customer experience including multinational companies, so we are deepening our sector based excellence. We are in 3 Locations in Turkey.

Role of the Center:

The Company was established in 2012 at Istanbul , We are the one of Leading Customer Experience Center of Turkey, operating with 750 employees and a capacity of 2.500 seats. In 9 main industries such as Telecommunications,Retail,Finance&Insurance...We are designing over 10 clients’ customer experience.Some of them are multinational companies.So we are deepening our sector based excellence. Callcentre Services, Customer Relationship Management, Process Management, Alternative Service Channels Management (Interactive Voice Responce, SMS, WEB, Face2Face Services etc...), Professional Facility Management, Callcentre Seat Renting We are in 3 Locations in Turkey.Istanbul , izmir,sivas

The Citizen Account Program is a national program created to protect Saudi households from expected direct and indirect impacts of the various economic reforms. The support is offered through direct cash transfers to beneficiaries.

Role of the Center:

Support Kingdom Saudi Arabia Citizens in order to register, modify, earn and have their questions answered regarding Saudi Citizen's Account.

Established in 2010, Talksure is an authorised Financial Services Provider in terms of the South African FAIS (financial advisory and intermediary services) Act. We are a South African based contact centre which specialises in outbound sales and customer lifecycle management. Our product and services offering includes, customer services, premium collection, sales campaigns for in-house and partner brands and lead generation in both the domestic and international market. Talksure has over 800 employees, consisting of more than 500+ selling agents as back office staff covering areas of compliance, data management, software development, premium collection, training and development. Building on a culture of high performance, innovative business practice, care for our employees and the agility to act fast, Talksure has evolved into a major role player in the South African BPO industry.

1. Stratified commission and incentive programme – Driving an upwards cycle of performance
2. Data management and warehousing - Improving performance with data driven performance
3. Selling highly regulated financial services products – Integrating compliance and QA
4. Including Social media and digital channels in the sales cycle
5. Recruitment and Training – Academy model

Role of the Center:

Talksure handles several million domestic clients each year and is fast approaching an active client base of 400,000 individuals and 800 full-time employees. We journey with our customers from lead generation to sale, post-sales satisfaction surveying, customer queries, claims, retention and collections. We are a licensed financial services provider and offer bespoke solutions for a range of leading insurance and non-insurance brands, as well as developing, servicing and marketing our own product suite. We believe we play a role in bettering the lives of those that are employed within our organisation as well as a role in bettering the lives of people outside of our organisation through the products that we provide. Talksure is built on family values. Those family values follow through into what we expect from our employees, how we treat our clients and what kind of partner we are to do business with. We believe in living our values and through this, we aim to improve the lives of all people who come into contact with the Talksure brand as well as the products we sell.

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:

AssisTT is a contact center company, established in November 2007 as a subsidiary of Turk Telekom. Beyond a conventional call center, it provides solutions such as sales and marketing, social media management and mailing to its customers.

Tawasul Contact Center: The call center for MoE is called Tawasul "translated to connect in English" and aims to handle all MoE customers, or employees, including Students, Teachers, Parents...etc. The services provided by the call center include handling all queries and complaints, as well as providing technical support for customers and employees, as well as an emergency service for any accidents, malfunctions, technical issues related for MoE or any education establishment in KSA.

Role of the Center:

Customer support and handling inquiries, complaints, emergencies, and technical issues for all beneficiaries of the services provided by MoE, whether be it Students, Teachers, Parents, Employees...etc.

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.

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader 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 superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

Role of the Center:

Our Contact Centre supports our customers to access and purchase our products and services. It is also a communication platform used to share information with our customers externally and internally. At the contact center ,we also do upselling , promote new products, support with complaint handling and general follow issues that may be facing our customers. We also attend to all enquiries coming in through the phone call, emails or walk in customers. We connect our customers to other departments and functions of the business, depending on what the need may be.

We area a courier company in over 220 countries in the world.

Role of the Center:

Customer Service plays a critical role in driving DHL’s 2020 Strategy of Focus.Connect.Grow. As such, we have in place several processes, tools and programmes to help us consistently provide outstanding quality service. Performance is monitored on a minute by minute basis to ensure that we are meeting our daily KPI’s and most importantly have an accurate record of the level of service we are providing for our customers. We are predominantly an inbound call centre however we also make follow up calls to our customers who raise a service query with us. We support customers by providing quotes, arranging collections and opening traces on their shipment that require follow-up.

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 one of the leading Shari'ah compliant fast growing financial institutions in Saudi Arabia, client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with innovative Shari'ah compliant financial services through professional and dedicated staff. We will be talking about: - Differentiation - Vision & Strategy - Success Elements

Role of the Center:

Aljazira Phone acts as a 24/7 one-stop-shop for Bank Aljazira existing and potential customers, we offer Service, Sales, Inbound, Outbound, Agent, IVR, Online Banking Help Desk, Social Media Help Desk, Branch Help Desk and PoS Merchants Help Desk services.

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Support Customers

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

Role of the Center:

People Director, my role is to ensure that Merchants creates the right environment for our people to succeed to ensure easy, positive and brilliant service to the customers we serve.

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Customer care

MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.

Role of the Center:

We sell Decoder Insurance to existing customers. The insurance covers Multichoice Hardware and ranges from different prices R20 to R35. We are a cold calling environment which offers the insurance cover in the event of theft, flood, technical malfunction ect... We have over 1.4 million customers on the books, which took us over 7 years to achieve. Our claims ratio is less then 5% making this a cash cow for the business. Multichoice in total has over 6 million customers which means there is still a lot of potential to grow and focus on getting all customer covered under Decoder Insurance. The insurance is unique and there are no other players in the market which is 100% focused on Multichoice hardware. The insurance market which is flooded focuses more on vehicle and home insurance and even if home insurance covers the hardware, the excess is very high. With our insurance we have no excess, we pay 100% of claims, with over 50 staff selling we exceed 1 000 sales per day. In total this department contributes over 300 million Rand in profit per year.

Standard Bank has a 153-year history in South Africa and started building a franchise in the rest of Africa in the early 1990s. We currently operate in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets.

Role of the Center:

Sell products in the short term insurance sector as well in the assurance and secured lending segments. We also sell short term commercial insurance across South Africa. We sell products that cater to the specific needs of our clients in a way that is truly customer-centric. As a brokerage, we have access to a panel of underwriters whereby we can ensure that we get our clients the best possible deal at every juncture and also do the shopping for them in order to save them time and stress should they lack the specific acumen that is associated with insurance. We have two sales contact centres which are divided into multiple arms that service specfic clients with defined income bands. We also group related insurance products such that we are able to solve our customers' problems in a holistic sense. We have a variety of products within each insurance category requiring our consultants to be highly knowledgeable, multi-skilled, and experts in treating our customers fairly. Simply put, the role of the sales contact centre is to provide peace of mind to our customers and to sell a product that meets their individual needs and will be there should they need it.

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

Role of the Center:

As part of Merchants Support Services, my centre provides support through on site and remote analytics to identify WFM opportunities within our own contact centres as well as providing consulting to contact centres outside of our organisation.

Arcelik A.S. Year of Establishment: 1955 Headquarters: Istanbul,Turkey Having operations in durable consumer goods industry with production, marketing and after-sales services, Arçelik A.Ş. offers products and services around the world with its 27,000 employees,15 different production facilities in 6 countries (Turkey, Romania, Russia, China, South Africa and Thailand), its sales and marketing companies all over the world and its 10 brands (Arçelik, Beko, Grundig, Blomberg, ElektraBregenz, Arctic, Leisure, Flavel, Defy and Altus) serving products and services in more than 135 countries. International organization in 27 countries. The consolidated net sales turnover: 2015/3rd Quarter: TRY 10,1 Billion Position in Turkey: Market leader in white goods, LCD TV and air conditioners Vision: Respectful to the World, Respected in the World. Vision Targets: SUSTAINABLE GROWTH, GLOBAL TARGET MARKET approach, INNOVATIVE products and applications, CORPORATE RESPONSIBILITY, GLOBAL ORGANIZATION

1. Our (Arcelik Contact Center) Principle
2. Customer Centric Time Management
3. Creating Awareness for Customer Loyalty and Satisfaction
4. NPS
5. Customer Loyalty Risk Score
6. The results & gains of these processes

Role of the Center:

Arcelik have operations in durable consumer goods industry with production, marketing and after-sales services. Arçelik Contact Center is the FIRST Contact Center in TURKEY. It has been operated since 1991. Our principle is make customers to feel the best customer experience 7/24 not in words, but of deeds. In this regard, we strive for being one step ahead of customer’s demands and moves with the vision of “to reach more customers with innovative products and applications in rapidly changing world “provided by optimized processes and digitalized technology with maximum productivity and minimum cost. We have won many awards in the national and international field with our customer satisfaction and CRM applications In our opinion, secret of success for excellent customer experience is managing the perception, empathy and interaction of customer. As a result we want to live and sustain end to end customer experience management. Our contact center includes both support and sales function. We have inbound (white goods, TV, nontv, fcr processes, pos device and other dealer&service system's support teams) Outbound ( sales, inquiry and survey process teams) Solution Center, Back Office, Social Media, IT Help Desk Support, Reporting and Training and Quality teams.

Mashreq has provided banking and financial services to millions of customers and businesses since 1967. We are one of UAE's leading financial institutions with a growing retail presence in the region including Egypt, Qatar, Kuwait and Bahrain. We focus on providing our customers access to a wide range of innovative products and services. Our branch network extends across the UAE with one in every two households in the UAE banking with us. We also have customer service centres in key retail locations and one of the largest ATM networks in the country. We also have 12 overseas offices in nine countries, including Europe, US, Asia and Africa.

Role of the Center:

Our Call Center is a highly professional, multinational, multilingual contact center which provides 24 x 7 SUPPORT catering entire Retail Banking Group. This team is backed by the best in class IVR and dynamic call routing technology – a perfect balance of efficiency and personalization. We operate on the core belief of customer centered Innovation and a currently working on pushing our First Point of Resolution scores northwards of 80%. We servicing the following unique geographies and customer segments:- – UAE Banking, Qatar, Bahrain & Kuwait – Priority Banking – Gold and Private Segments – Securities – Small & Medium Enterprise – Interacting with 140,000+ customers every month – Our entire product suite can be bought over the phone

The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic.

1. CEZ Customer Services - Today, Tomorrow.
2. The World Is Changing.
3. The Situation On The Energy Market.
4. Our Vission, Our DNA.
5. Main Strategic Goals.
6. Our Customers, Our Employees.
7. Digitalisation.
8. Feedback.

Role of the Center:

We are is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. We are responsible for the whole service (retail segment) in the Czech Republic. Our role is: support customers and also sell products - electricitry, gas and others.complementary products.There are many ways to contact us - customers can use the customer service line, web based virtual sales office, visit the 24 customer centers or 53 offices of business partners - all contact places are situated in significant cities. There are 500 employees in customer branches, serving face to face customers. Almost 5500 customers visit us daily in our contact centers.

Volkswagen Group South Africa is a wholly owned subsidiary of Volkswagen Group AG and employs in excess of 5000 people. The Volkswagen Group comprises eleven brands: Volkswagen, Audi, Bentley, Bugatti, Lamborghini, Porsche, Scania, Ducati, SEAT, Skoda and Volkswagen Commercial Vehicles. The Group operates 60 production plants around the world and nearly 370 000 employees produce about 28 000 vehicles or are involved in vehicle-related services each working day. The Volkswagen Group sells its vehicles in more than 150 countries worldwide.

Role of the Center:

The Volkswagen Group South Africa Customer Interaction Centre (CIC) was established in 2004. To remain a leader in the automotive industry it is imperative to have an acute understanding of customer needs and to ensure that people, processes and technology are aligned and geared to reach and exceed the overall company objectives. The CIC offers its customer base a host of inbound services, namely: 24 hour Roadside Assistance, General Enquiries, Customer Care, Dealer Helpdesk, Fleet Support Services and Social Media that supports a national dealer network of approximately 150 dealerships comprising the Audi, Volkswagen and Volkswagen Commercial Brands. The role of the Customer Interaction Centre is to provide end-to-end Contact Centre services in support of customer loyalty, acquisition and retention. Strategically positioned at the VWSA manufacturing plant in Uitenhage, the Customer Interaction Centre is set to become the strategic imperative of customer service within the organization.

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Multi Lingual Contact Centers with the main Languages as of French, English, Spanish, Italian, Dutch and German. Three distinct sites, located on 2 cities(Porto and Braga) and a program of Homeworking. Support to B2C, B2B, E-commerce, B2B2C, across several platforms and diferent clients Diferent program levels within the clients: Tier 1 Phone Support Services Tier 2 Phone Support Services Tier 1 Chat and Email Support Services Tier 2 Chat and Email Support Services

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

Role of the Center:

Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

Telecontact started in 1999 among first outsourcing call centers in Russia. Now the company operates a distributed contact center system of 18 sites in 9 cities over 5 countries: Russia, Ukraine, Belarus, Kazakhstan and Uzbekistan; the overall amount of full time equivalent agents now is 3500+. Telecontact provides the full range of inbound and outbound services, involving all up-to-date communication channels. The industries most presented in clients portfolio are Banking (50%+), E-commerce, and Telecom. Since 2009 the company has the biggest revenue share on Russian market.

Role of the Center:

Telecontact provides the full range of inbound and outbound services, involving all up-to-date communication channels.

Arcelik A.S. Year of Establishment: 1955 Headquarters: Istanbul,Turkey Having operations in durable consumer goods industry with production, marketing and after-sales services, Arçelik A.Ş. offers products and services around the world with its 27,000 employees,15 different production facilities in 6 countries (Turkey, Romania, Russia, China, South Africa and Thailand), its sales and marketing companies all over the world and its 10 brands (Arçelik, Beko, Grundig, Blomberg, ElektraBregenz, Arctic, Leisure, Flavel, Defy and Altus) serving products and services in more than 135 countries. International organization in 27 countries. The consolidated net sales turnover: 2015/3rd Quarter: TRY 10,1 Billion Position in Turkey: Market leader in white goods, LCD TV and air conditioners Vision: Respectful to the World, Respected in the World. Vision Targets: SUSTAINABLE GROWTH, GLOBAL TARGET MARKET approach, INNOVATIVE products and applications, CORPORATE RESPONSIBILITY, GLOBAL ORGANIZATION.

1. Customer Loyalty Risk Score Principle
2. How it Works
3. Parameters
4. The Process
5. Advantages & Strategies & Results of the System

Role of the Center:

Arçelik Contact Center is the FIRST Contact Center in TURKEY. It has been operated since 1991. Our principle is make customers to feel the best customer experience 7/24 not in words, but of deeds. In this regard, we strive for being one step ahead of customer’s demands and moves with the vision of “to reach more customers with innovative products and applications in rapidly changing world “provided by optimized processes and digitalized technology with maximum productivity and minimum cost. We have won many awards in the national and international field with our customer satisfaction and CRM applications In our opinion, secret of success for excellent customer experience is managing the perception, empathy and interaction of customer. As a result we want to live and sustain end to end customer experience management. Our contact center includes both support and sales function. We have inbound (white goods, TV, nontv, fcr processes, pos device and other dealer&service system's support teams) Outbound ( sales, inquiry and survey process teams) Solution Center, Back Office, Social Media, IT Help Desk Support, Reporting and Training and Quality teams.

Dimension Data was founded in 1983, in order to support its Enterprise Clients. The Global Service Centre was established to provide the required client interface and interaction platform. It serves to provide a single point of contact for DD’s own clients who have in turn outsourced the IT Services to Dimension Data. Merchants, a Dimension Data Company which specializes in client management, was the logical choice for DD to outsource its own interaction and client management operations to. The marriage between DD’s technical proficiency and Merchants expertise in customer experience enhancement, operational efficiency and people development kicked off officially on 1 October 2016

1. Client Satisfation
2. Onboarding and Development
3. Our People
4. Service Desk Performance
5. Employee engagement

Role of the Center:

Primarily the Centre services Dimension Data’s own clients. These are Enterprise Clients who purchase various IT support as well as managed IT services from Dimension Data. The Global Service Centre operated on behalf of Dimension Data acts as the primary interface for DD’s customers should they need to invoke any support services.

Alonet Bilgi; Established in 2012 and providing professional outsource call center services to customers from different sectors. There are 3 locations, Istanbul, Izmir, Sivas and in these locations there are 900 employees.

1. outsource
2. experience
3. goals
4. targets
5. to be best
6. focusing
7. favor
8. continuity

Year of Establishment is 1955 , Headquarters is Istanbul, Turkey. Having operations in durable consumer goods industry with production, marketing and after-sales services, Arçelik A.S. offers products and services around the world with its 27,000 employees, 15 different production facilities* in six countries (Turkey, Romania, Russia, China and South Africa), its sales and marketing companies all over the world and its 10 brands (Arçelik, Beko, Grundig, Blomberg, ElektraBregenz, Arctic, Leisure, Flavel, Defy and Altus) serving products and services in more than 130 countries.

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of World-class Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. BPO+ manages a global contact center and Business Process Outsourcing (BPO) enterprise that is making waves across the GCC. With world-class outsourcing solutions at multiple locations, BPO+ delivers a variety of business process solutions to multiple clients from various regions of the GCC and also from various countries around the world BPO+ offers services ranging from primary voice-based inbound and outbound services to non-voice BPO and KPO services. Owing to its rich experience and understanding of the dimensions of customer relations and highly qualified and trained professionals, BPO+ have also successfully branched out into a variety of related services including tech-support, online shop assistance and debt collections

HMC has been the principal public healthcare provider in the State of Qatar for over three decades, and is dedicated to delivering the safest, most effective and most compassionate care to each and every one of our patients. HMC manages eight hospitals, incorporating five specialist hospitals and three community hospitals. HMC also manages the National Ambulance Service as well as home healthcare, both accredited by Joint Commission International. While HMC continues to upgrade its facilities and services, it has also embarked on an ambitious expansion program, targeting the areas of need in our community.

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

CCBA is the largest Coca Cola bottler in Africa and accounts for about 40% of all Coca Cola beverage volumes in Africa, which makes it the 9th largest Coca Cola bottling partner worldwide service 12 high-growth countries; with a diverse pan-African footprint of more than 30 bottling plants servicing over 550,000 outlets and serving a consumer base of over 249 million people across the continent. CCBA has more than 15,000 employees spread across Africa, and holds the number one market position across most territories in which it trades in Africa, which include, Uganda, Mozambique, Kenya, Namibia, Ghana, Tanzania, Ethiopia, the islands of Mayotte and Comoros. CCBSA is the South Africa division, accounting for roughly 70% of CCBA’s produced and sold volume. The group aspiration is to be the best Coca-Cola bottler in the world and Africa’s most valuable independent food and beverage-company, driven by engaged, motivated, and capable employees.

AssisTT is a contact center company, established in November 2007 as a subsidiary of Turk Telekom. Beyond a conventional call center, it provides solutions such as sales and marketing, social media management and mailing to its customers.

1. Quality processes
2. Individual roles in quality
3. Role of quality analyst in customer services
4. How to change an agent's perspective
5. Coaching in a difficiult atmosphere

Role of the Center:

Support customers

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

It´s an outsourced contact center that offers a dedicated customer service, inbound (customer support) and outbound (sales), for an energy supplier company. Also provides several services of maintenance and technical assistance related to power and gas providers.

We area a courier company in over 220 countries in the world.

1. Be Accessible
2. Communicate
3. Cross Collaborate
4. Personalised Experience
5. Quality always delivers bottom lines

Role of the Center:

Customer Service plays a critical role in driving DHL’s 2020 Strategy of Focus.Connect.Grow. As such, we have in place several processes, tools and programmes to help us consistently provide outstanding quality service. Performance is monitored on a minute by minute basis to ensure that we are meeting our daily KPI’s and most importantly have an accurate record of the level of service we are providing for our customers. We are predominantly an inbound call center however we also make follow up calls to our customers who raise a service query with us. We support customers by provide quotes, arranging collections and opening traces on their shipment that require follow-up.

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.

1. Vision & Strategy
2. Key Differentiators
3. People
4. Technology
5. Quality

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customers, 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

In 2013 the ABSA Wealth , Investment Management and Insurance ( WIMI ) business cluster clearly re-defined the future operating model for its direct delivery channel with a core focus on achieving a sales center of excellence to promote WIMI solutions through its Bancassurance partnership within the Absa Retail Banking channels. The WIMI Direct Delivery Contact Centre is an integral delivery channel to customers throughout the Absa Group , offering multiple channel access to solution customers across a broad spectrum of Absa’s offerings.

1. Critical operating model elements of an inhouse contact center
2. How to create a competitive advantage that is difficult to replicate by your competitors
3. Importance of a high performance culture within an inhouse contact centre
4. Key elements of a high performing organisational culture
5. Performance shifts experianced through the implementation of a high performance culture
6. What does the future look like for inhouse contact centers
7. Best practices for inhouse contact centers

Role of the Center:

Our Contact Centre’s main focus is on Inbound and Outbound Sales of Non-Advice Short Term and Long Term Insurance Products. The centre also supports a Short Term Adviser Force where Adviser Customers are assisted in updating policies etc. We also have a Service Area which mainly focus on setting up appointments for Face to Face Advisers and supporting an Orphan customer base.

Standard Bank has a 153-year history in South Africa and started building a franchise in the rest of Africa in the early 1990s. We currently operate in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets.

Role of the Center:

To facilitate the flow of leads from lead sources through our various systems with the relevant information to the contact centre consultant, then to analyse and report outcomes, productivity and efficiencies.

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

Role of the Center:

As part of Merchants Support Services, my centre provides support through on site and remote analytics to identify WFM opportunities within our own contact centres as well as providing consulting to contact centres outside of our organisation.

GRAN is one of the leader of BPO Contact center in Russia &CIS (founded in 2006) . 7 sites, approx. 2000 employees which speak 9 languages and having extensive background in customer service, sales and client relationship. GRAN has experience in different vertical market from Finance& Insurance to Retail and E-commerce and have trusted-based and long-term partnership with a lot of Global and Russian Companies.

1. Triggers which can involve Company to start the project of WFM implementation
2. What should be avoided
3. Tips that can be used while leading the project
4. The project key moments
5. How to calculate benefits

Role of the Center:

Our Company is BPO contact center, so we have a number of projects of different types: customer support, tech support, leads generation, sales campaign, market research.

MultiChoice is a provider of PayTV in South Africa and into Africa.

1. Turning around a WFM team
2. Agility vs Fragility - a WFM outlook
3. Forecasting methodology - turning analytics to forecasts
4. WFM KPI's that will change your business
5. Walk in Centre - workforce management

Role of the Center:

Servicing of the South African Dstv Customers. Customer Care is extended to the following channels: Inbound calls Fulfilment Email Web chat Social media Back office support Walk in customers across South Africa

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.

The Citizen Account Program is a national program created to protect Saudi households from expected direct and indirect impacts of the various economic reforms. The support is offered through direct cash transfers to beneficiaries.

Role of the Center:

Support Citizens

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader 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 superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

Role of the Center:

The Contact Centre Supports Customers to purchase our goods and Services, Upsell on the product , Generates New business and identifies potential leads. Serves as a central information Centre for the customers, A tracking platform for customers tracing for their shipments.

Tawasul Contact Center: The call center for MoE is called Tawasul "translated to connect in English" and aims to handle all MoE customers, or employees, including Students, Teachers, Parents...etc. The services provided by the call center include handling all queries and complaints, as well as providing technical support for customers and employees, as well as an emergency service for any accidents, malfunctions, technical issues related for MoE or any education establishment in KSA.

Role of the Center:

Customer support and handling inquiries, complaints, emergencies, and technical issues for all beneficiaries of the services provided by MoE, whether be it Students, Teachers, Parents, Employees...etc.

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.

1. Vision & Strategy
2. People
3. Technology
4. Quality
5. Key Differentiators

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

In 2013 the ABSA Wealth , Investment Management and Insurance ( WIMI ) business cluster clearly re-defined the future operating model for its direct delivery channel with a core focus on achieving a sales center of excellence to promote WIMI solutions through its Bancassurance partnership within the ABSA Retail Banking channels. The WIMI Direct Delivery Contact Centre is an integral delivery channel to customers throughout the Absa Group , offering multiple channel access to solution customers across a broad spectrum of Absa’s offerings.

Role of the Center:

Our Contact Centre’s main focus is on Inbound and Outbound Sales of Non-Advice Short Term and Long Term Insurance Products. The centre also supports a Short Term Adviser Force where Adviser Customers are assisted in updating policies etc. We also have a Service Area which mainly focus on setting up appointments for Face to Face Advisers and supporting an Orphan customer base.

Standard Bank has a 153-year history in South Africa and started building a franchise in the rest of Africa in the early 1990s. We currently operate in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets.

Role of the Center:

The role of my Contact Center involves the sale of short term insurance products. We provide a solution to both Middle market and Private banking segments offering a panel of quotations for up to 6 of South Africa's leading insurance companies. Our Sales contact centers have boasted incredible net promoter scores (Outsourced Customer Experience Measurements) in the past 4 years whilst exceeding expectations on Sales budgets YOY since 2012. Whilst firm on providing a superior customer experience, sales volumes continued to soar in the year 2017 with one of my Contact centers standing tall with over 130% to sales budget and an attrition rate of below 5%.

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

Turkcell Global Bilgi was established as a Turkcell Group company in 1999. It provides services from a total of 18 locations, 14 in Turkey, 4 in Ukraine with over 12.000 employees with a seat capacity of 8.000. In addition to Turkcell Global Bilgi's experience in the telecom industry, the company provides services in finance, energy, public sector and retail industries and for a wide customer portfolio. With customer experience focused industrial solutions, the company creates value in the fields of customer services, customer acquisition, telesales, technical support, customers retention and loyalty, collections, customer information management and analysis. Turkcell Global Bilgi manages customer experience via various channels such as Face to Face (F2F), Telephone, Audio, Automated Response Systems (IVR & IVVR), Web chat, E-mail, SMS, Web, new generation customer experience platform BiP and Social Media.

Role of the Center:

Turkcell Global Bilgi was established in 1999, as a Turkcell Group Company. And as Turkey’s leading customer relationship management center (support customers, sell and collection, etc.), we operate with more than 13 thousand employees and a capacity of 7, 500 seats at total of 24 centers, with 19 in Turkey, 4 in Ukraine and 1 in Russia. Besides its broad experience in the telecom sector, Turkcell Global Bilgi combines expertise with a wide ranging customer portfolio in such areas as the public sector, retail, finance, IT, and media/entertainment.

GRAN is one of the leader of BPO Contact center in Russia &CIS (founded in 2006). 7 sites, approx. 2000 employees which speak 9 languages and having extensive background in customer service, sales and client relationship. GRAN has experience in different vertical market from Finance& Insurance to Retail and E-commerce and have trusted-based and long-term partnership with a lot of Global and Russian Companies.

1. Why did we start the project of KMS development
2. Lack of functionality. Market survey
3. Tips that can be used. Lists of mistakes should be avoided
4. Problems we solved
5. Issues for now and steps for the future

Role of the Center:

Our Company is BPO contact center, so we have a number of projects of different types: customer support, tech support, leads generation, sales campaign, market research.

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Innovation is applicable to all our contact centers

Vestel is a Turkish home and professional appliances manufacturing company consisting of 18 companies specialised in electronics, major appliances and information technology. Vestel's headquarters and production plant are located in Manisa, while the company's parent conglomerate is the Istanbul based Zorlu Holding.

1. Introduction
2. Purpose
3. Details
4. Innovations
5. Results
6. Golden Nuggets

Role of the Center:

Our contact center supports customers via various channels 7/24, gives help desk service for customers and our authorized technical services, sells products and services such as additional warranty, maintenance tools for home appliances, refrigerators, dishwashers, TV's, smartphones etc.

MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.

Role of the Center:

Inbound sales Help Desk – External customers Customer service Outbound sales Help Desk – internal customersCollections/Debt Recovery

MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.

Role of the Center:

The contact center not only supports customers, but has also moved in the direction of generating revenue for the business. This is done by up-skilling the consultants and allow them to have conversations with customers who are willing to listen and show interest in the additional products and services being offered. By doing this there has been a huge success in cross selling these products and also the availability for after sales service. The Contact center has prioritized Customer Experience to ensure that our customers get the best service possible by listening to what our customers say and identify what is not working, why it is not working, and provide solutions in how it can be fixed. We also ensure that our customers are knowledgeable about the product by educating them and allowing the to resolve simple technical queries themselves by directing the to the online self service options made available to them via www.dstv.com