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Executive Interview : Power Outage In Turkey
Turkey suffered its worst power outage in 15 years recently with 49 of its 81 provinces affected. Turkey is a vibrant country when it comes to the contact center industry and the power outage could have had major business implications. The affect on the country was so impactful it made news headlines around the world. ContactCenterWorld.com caught up with two of our members immedietly upon availabillity to discuss how they were afftected, contingency plans and for any advice moving forward based on what they learned. We spoke up with Ozge Tekalp, a Management Director with Turk Ekonomi Bankasi and Metin Tiryaki, a Call Center Director with Eureko Sigorta.
What does your company do in relation to the contact center industry? Please explain the role.
"We are the second largest call center in BNP Organization. We receive calls for Retail, SME, Private and Investment banking." - Ozge Tekalp, a Management Director with Turk Ekonomi Bankasi - referred to as O.T. from hereafter.
"Both Inbound and Outbound operations in Incurance Industry." - Metin Tiryaki, a Call Center Director with Eureko Sigorta - referred to as M.T. hereafter.
How many people work in the contact center and across how many sites?
"We have 545 (150 Outboud, 395 Inbound Agents) in 3 sites - Dudullu, Harbiye (Istanbul), Eskisehir in 2 different cities." - O.T.
"170 people. One location." - M.T.
What was the situation as regards to the power outage across Istanbul and a good section of the country?
"We have back up with generator and power supplies for contact center and the whole Operation Center." - O.T.
"We had no problem. Just we have a smaller amount of inbound calls." - M.T.
How was your contact center affected by this power outage?
"We were not affected from the blackout." - O.T.
"We have UPS and power generators, so our business is not affected at all." - M.T.
What contingency plans did you have in place for such an occurrence?
"We have 3 sites for emergency occurrances in 3 different locations. if one of them is unable to function we are able to continue to work in other locations." - O.T.
"We have UPS and power generators. Backup units and location." - M.T.
Were staff able to follow the contingency plan according to strategy?
"All relevant staff are trained and prepared for this strategy." - O.T.
"We have DRP (Disaster Recovery Plan) and everybody follows it." - M.T.
What was your company doing to help staff or others affected by the power outage?
"They were not affected from the blackout, same like us. No problem reported." - O.T.
"We have UPS and power generators. Backup units and location. We have DRP (Disaster Recovery Plan) and everybody follows it." - M.T.
How are your staff feeling about the outage?
"We all worry about if the power outage would continue for perhaps hours or days but authorities solved the problem in 7 hours." - O.T.
"They were not affected." - M.T.
How do you think you and your company will learn from this situation in the future?
"We are always ready and prepared for this kind of different emergency occurrence." - O.T.
"We decided to strengthen the UPS and generators." - M.T.
Is there any advice you can give to our readers who might be faced with a similar contact center crisis?
"Be ready and prepared for crisis and use the technology for continuity in your sector." - O.T.
"They should have a DRP and follow it. Have strong power generators and UPS." - M.T.
Today's Tip of the Day - Set Customer Expectations
More Editorial From Türk Ekonomi Bankası (TEB)
About Ozge Tekalp:
About Türk Ekonomi Bankası (TEB):
Türk Ekonomi Bankası (TEB), the prestigious and privileged 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, one of the world’s top 10 banks and the largest bank in Euro zone that operates in 85 countries, 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.
About Eureko Insurance:
Eureko Sigorta is an international insurance company which is the leader of bank insurance in Turkey and a risk assessment expert, is a member of Achmea, one of the largest insurance partnerships in the world operating in 8 countries of Europe with 22.000 employees. Eureko Sigorta operates in all branches of non-life insurance, was established as AGF Garanti Sigorta in 1989 and got its current name in October 2007. Eureko Sigorta provides its customers with insurance services and products primarily via Garanti Bank branches and its foreign network of agencies and brokers. Alternative Distribution Channels are also considered as operative trade channels in 2004. Call Center, that works 365 days 24 hours, has an important role in the increase of the customer gratification.
Published: Wednesday, April 8, 2015