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Executive Interview : Pronet In Turkey Has Eyes Set On World Championships For Customer Service In Las Vegas
Olgun Kükrer, Chief Customer Officer for Pronet in Turkey presented and won on behalf of the company in the category for Best in Customer Service - Large, In-House at the 2016 Regional Top Ranking Performers Awards for E.M.E.A. Kükrer sits down with ContactCenterWorld.com to discuss the win and what's next for the company in this interview.
ContactCenterWorld: What was your reaction to being named Best in Customer Service (Large In-house) for Europe, Middle-East & Africa?
Olgun Kükrer: I’m absolutely delighted for our company and our team. This is a great recognition of all the effort they’ve put in to better serve our customers.
ContactCenterWorld: What was the reaction from your Pronet colleagues upon returning to your Contact Center?
Olgun Kükrer: I could clearly see the pride in their eyes. They spend a large part of their week working tirelessly to make Pronet better, and this award shows them once again that their hard work does not go unnoticed.
ContactCenterWorld: What was the reaction from your boss and can you share with us what they said to you?
Olgun Kükrer: After being named the Best in Customer Service in Turkey in 2015, our CEO tasked me with bringing the EMEA trophy home in 2016. After we achieved that goal his first response was "Now it’s time to win the Best in the World!" While he is dead serious about that, he is also ecstatic about winning the EMEA award – in fact he personally led the in-house celebrations that week.
ContactCenterWorld: Has winning this award changed your approach to Customer Service in any way?
Olgun Kükrer: While our vision and process doesn’t change, our motivation to push forward has significantly increased. Knowing that all the blood, sweat and tears we shed are recognized in the end gives the whole team an extra boost of energy.
ContactCenterWorld: How did you celebrate your success upon winning the Best in Customer Service (Large In-house)?
Olgun Kükrer: We held an all-employee party at our HQ to reveal the award and share videos from the event. Our CEO and I talked about the process up until now, and the journey forward. Of course there was confetti, a huge cake and lots of drinks – is any party complete without them?
ContactCenterWorld: Are you or your company telling others of your achievement and what are they doing to help promote your win in E.M.E.A.?
Olgun Kükrer: We immediately shared the news of the achievement with our customers – they are the reason we are successful, thus we wanted to thank them for their feedback and loyalty. We were also featured in a number of newspapers, and industry journals.
ContactCenterWorld: How important was it for you to be seen competing in the Top Ranking Performers Awards in your country?
Olgun Kükrer: Providing a world-class Customer Service is the main component of our mission, therefore competing in the Awards is a significant part of our success criteria. Representing our country in the Awards is an added bonus that brings great pride to our company.
ContactCenterWorld: Do you think being named a winner might have an impact on other companies in Turkey?
Olgun Kükrer: Pronet winning the award will most certainly inspire other companies in Turkey to push forward with their Customer Service agenda to find themselves on the podium one day. We are openly sharing our best practices with others so that the level of service provided in Turkey continues to improve across all sectors.
ContactCenterWorld: Plenty of ideas were shared during the conference, how have you been able to take some of these Best Practices and introduced them into your Contact Center?
Olgun Kükrer: We took down notes during all of the presentations and distilled a long list of best practices that we can apply in our business. We shared this list with our teams and started to place them in our project plans going forward. In the short time since the awards, some of these ideas have already been implemented and a number of them are in-progress to go-live by the end of the year.
ContactCenterWorld: Outside of your own category of Best in Customer Service (Large In-house), what was another category that captured your interest and why?
Olgun Kükrer: While all of the categories (and the competitors in those categories) were interesting, I particularly enjoyed those celebrating the hard work of individuals inside the Contact Centers, such as the Best Analyst and Best Agent. It’s easy to lose sight of the fact that it’s these brilliant stars that inspire others in the company to do better. The presentations of these individuals were also very inspiring and fun.
ContactCenterWorld: How would you describe your journey to this point to someone who is considering entering the Top Ranking Performers Awards for next year?
Olgun Kükrer: This is a challenge that cannot be taken lightly. I find it similar to rock climbing; a lot of hard labor, perseverance, tension, anxiety and a huge sense of accomplishment in the end. Of course it all starts with a vision to become the Best and working tirelessly to put in the people and processes to achieve that.
ContactCenterWorld: How are you preparing for the World Championships in Las Vegas, November 7th to 11th?
Olgun Kükrer: We continue to innovate on the key aspects of our service for our customers – we’ve improved our back office response times by more than 10%, launched our new online and mobile portal and became the first and only European company installing a fully touchscreen panel. Frankly, we didn’t do it for the event in Las Vegas – that’s when we get to tell others about the great things we do.
ContactCenterWorld: Besides the award, what has been the best part of your experience with ContactCenterWorld.com so far?
Olgun Kükrer: Networking with other professionals in the Contact Center industry around the world has been the best part of the experience. Those that compete truly represent the best in their fields, and getting to know these heroes is priceless. This is the Champions League!
ContactCenterWorld: What can you tell us about the Contact Center industry from your perspective that others who are not familiar with Turkey might find interesting?
Olgun Kükrer: This is a "service" business with the handicap of not being face-to-face with your customer most of the time. This poses significant challenges, yet the key to overcoming these challenges is to always treat your customers like they are a member of your immediate family.
Today's Tip of the Day - Involve Staff
More Editorial From Pronet Ltd.
About Olgun Kukrer:
Olgun Kükrer is the Chief Customer Officer for Pronet in Turkey. He presented on behalf of the company at the 2016 Regional Top Ranking Perfomers Awards in London and won a gold medal in the category of Best in Customer Service - Large, In-house Contact Center.
About Pronet Ltd.:
Pronet is the leading electronic security company that offers residential and commercial security solutions in Turkey. Established in 1995, Pronet provides nearly 200 thousand subscribers and more than 1 million users with a wide-range of innovative services via its nationwide service network in Turkey.
Published: Monday, October 3, 2016