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EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
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Thamer Noori
Director of Industrial Security and Safety Dept.
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Executive Interview : Covid-19 (Coronavirus) and Your Business - 1 year on! - Exclusive Interview With Esra Eren from Aegon Turkey

So a year on how would you describe how the pandemic has affected your company and how you work? If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
On March 16, with the start of the outbreak in Turkey we went to all the staff home office applications.

If you operate a contact center how would you describe it today? 100% work from home? work in a socially distanced center ? hybrid? share some details
Due to the pandemic, we are a 100% home-based team.

When the pandemic hit and if you had to adapt, what went well or better than expected in the change of the way you work??
We were using the home office application before the pandemic. We were occasionally presenting this application to employees as motivation. Therefore, since all our systems are ready, it was easy for us to pass.

Since the start of the pandemic has call, email, chat traffic increased, decreased or stayed the same? AND, how? share some details on what you have noticed
Call, e-mail and chat traffic has increased since the beginning of the pandemic. Because people wanted to cancel their policies because they needed money

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
We had pre-virus contingency plans. In fact, we were doing exercises in certain periods.

In the early days of the pandemic there were lots of ideas how to keep staff now working from motivated - what activities / things did you do that worked well?
First of all, online coffee breaks. We organized special day celebrations online. We also sent little surprises to their homes. We have declared days for motivation :) eg red day, purple day ... etc.

If you could go back in time and could plan for a pandemic, what would you do differently and why?
I wouldn't do something different. because the process worked very well.

How often do you meet with your team / colleagues and how ? zoom? skype other ? and also how well does this work for everyone?
Daily coffee breaks, Weekly feedback meetings, Monthly event meetings

Have you found colleagues are working harder, about the same as before or maybe a little less and why do you think that? please explain
No, I have not detected such a thing. Because we can measure their performance instantly

Longer term do you think you may continue working like you do today or do you think you will get back to like it was before the pandemic hit us all?
I think we will work like this in the longer term

How do you now train staff? how is this method working?
Online trainings

If you had to recruit new staff, how has this worked for you? Is it easier / harder? please explain
When we need to hire new staff, interviews are made online. Subsequently, if the accepted candidate enters online training and is successful, he can start working.

What have you noticed in terms of staff turnover since the pandemic? any changes? and why do you think there has been a change (if any)
There was no change for my team. We are already a low turnover team

Do you think your company is now better prepared to deal with a crisis like this or any other crisis (flood, fire, earthquake, hurricane etc) if it happens in the future and if so why?
absolutely

If you manage a team - how have you coped with the change ?
By encouraging my team and by stories of those who succeeded in the tough fight. It is also a great advantage that they can reach me whenever they want.

If you are part of a team that worked closely together face to face how do you feel now working in a different way? maybe more remotely?
Of course I miss working side by side. However, the health of my team and mine comes first.

If you are a manager how do you help your team if they are struggling with personal issues at home or anxiety about the future?
First of all, we are talking about the problem. What he feels, what happens in the worst scenario and what he feels at that moment, possibilities in different versions ... etc. Interview in the style of therapy. Meditation and relaxation if there is a need :)

Many people were concerned about security of information with remote agents - how have you handled this in your business so its not an issue?
The security layers applied in the office continue from the home. We work with a VPN connection.

Lastly, any other comments or opinions you can share about the effects of this pandemic on your business or the people working in your company?
Biz aksiyon almakta çok hizli oldugumuzdan açikcasi çok etkilenmedik diyebilirm.


About Aegon Turkey:
Company LogoAegon N.V. is a multinational life insurance, pensions and asset management company headquartered in The Hague, Netherlands. At the end of 2012, Aegon companies employed approximately 24,000 people worldwide, serving millions of customers.
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Tuesday, May 11, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
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SalesMatch Ltd

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SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

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Putting the right person in the job role has become the key focus in the drive...
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TactiCall Recruitment Services

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