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News : Turkcell’s Global Bilgi Wins 2 Top Awards in Customer Management from ContactCenterWorld
Istanbul, Turkey, Nov 11, 2015 -- Turkcell Global Bilgi, Turkcell’s (NYSE:TKC)(BIST:TCELL) fully-owned subsidiary, was recognized as the global "Top Ranking Performer" in two categories by ContactCenterWorld.com. In the global awards ceremony held in Las Vegas, United States, Turkcell Global Bilgi received the top award in "Best use of Self-service Technology" category with its full speech IVR solution which enables the customer to communicate interactively with the system just by speaking. The second award came in the ""Best Home / Remote Agent Program" category.
Developed in-house by Turkcell Global Bilgi’s own IT teams, the audio response system is a product that is built on voice technology. The system recognizes about 24 thousand different expressions and responds in 570 different ways, allowing the customer to reach solutions without having to dial additional digits on the keypad.
Turkcell Global Bilgi was also recognized for its innovative use of the home agent system which ensures high levels of employee satisfaction and performance. Home agent programs are frequently used for simpler tasks – such as database updates and polling – but Turkcell Global Bilgi uses this method for more complicated tasks including sales portfolio management and revenue collection.
These awards celebrate the Best in the World and the finalists all provide excellent service. In 2015 over 1600 entries were received for the Top Performers Awards from organizations in 50 countries. The very best showcased their customer service standards and how they engage with their staff, customers as well as using technology and strategies that set them apart from others at the 2015 Best in the World conference and the winners were voted for by the judges at the event.
Posted by Veronica Silva Cusi, news correspondent
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About Turkcell Global Bilgi:
Turkcell Global Bilgi was established as a Turkcell Group company in 1999. It provides services from a total of 18 locations, 14 in Turkey, 4 in Ukraine with over 12.000 employees with a seat capacity of 8.000. In addition to Turkcell Global Bilgi's experience in the telecom industry, the company provides services in finance, energy, public sector 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, new generation customer experience platform BiP and Social Media.
Published: Monday, November 16, 2015