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Kayahan Balta - Customer Services Expert (Bio)

Turkey

RECENT AWARDS

Ranked #1 in the World 2017

Ranked #1 in the Region 2017

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.

 

We will be sharing our best practices which include
 

  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.


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