Executive Interview : GOLD Award winners - Interview With Vildan Cal Özel from Global Bilgi
Vildan Cal Özel from Global Bilgi, a telecom provider in turkey shares with our members her experience of winning a gold medal at the Top Ranking Performers Awards conference in London in 2015.
Can you tell us about the company you work for, the center you work in and your role?
Turkcell Global Bilgi, the Leading Customer Experience Center of Turkey, operates with 13,000 employees and a capacity of 8,500 seats at a total of 20 centers; 15 centers in Turkey, 4 in Ukraine and 1 in Russia. Besides its broad experience in telecom sector, Turkcell Global Bilgi has expertise and wide range of customer portfolio in sectors such as public, retail, finance, IT, and media/entertainment sectors. The company specialized in working with cost effective strategies driven by optimum usage of channel mix. Carrying its pole position in exploiting high-end technologies and processes, Turkcell Global Bilgi provides end-to-end contact center solutions.
Having been in the contact center industry for 15 years, I have worked as IT Portfolio Manager in Turkcell Global Bilgi and am responsible for creating and implementing the strategic IT roadmap of the company. I also managed a special program which aimed to utilise leading edge speech technologies like speech recognition, text-to-speech, voice verification and call steering solutions to create a strategic advantage to the company.
Now, I am working as Operation Director and trying to deliver the best customer experience through all customer touch points with a team of more than 2,000 agents.
Which Top Ranking Performer Awards did you enter and why did you choose them in the first place?
Best Home/Remote Agent program and Best Self Service Technologies. The main reason that we chose these categories is that these projects are unique in our market and during the implementation phase we learned a lot. We would like to share this experience and also see the similar projects in other markets.
You won two GOLD medals - how do you feel about being a champion?
Now, I can understand the feeling of Oscar winners ;)
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
These projects required a lot of work. It is not only an application form or presentation, but it is the experience that is achieved after many years. Completing these efforts with this prestigious award is seamless.
How does your company justify your involvement in this process? i.e. how do they know it's valuable enough to participate?
This is not a personal involvement, it is actually the decision of company upper management. We know the importance of this award and every year, the projects that will be the candidates for this award is being selected by company management.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
There are lots of companies from different industries and markets. It is not only an award, it is also an opportunity for benchmarking or experience exchange. Additionally, you have the opportunity to prove that you're the best of the best.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
This is the one and only place to see and share real experiences. There is no marketing brochure, but there are real business results. We learned a lot from each other. Please come and join us and be the part of this valuable experience exchange.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the 2016 Contact Center Masterclass Best Practice Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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About Turkcell Global Bilgi:
Turkcell Global Bilgi was established as a Turkcell Group company in 1999 and provides services with a total of 18 locations, including 14 in Turkey, 4 in Ukraine with over 12.000 employees with a seat capacity of 7.500. In addition to Turkcell Global Bilgi's extensive experience in the telecom industry, the company provides services with its expertise in the public sector, finance, energy 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, and Social Media. By sharing business goals to increase customer satisfaction scores, sales and collections and to reduce costs with value-based pricing models, Turkcell Global Bilgi acts as a strategic business partner with its industry expertise. Its clients are able to focus more on their core business while their operational costs have been decreased or kept under control.
Published: Friday, April 8, 2016