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Akbank Call Center

How to EnterCompany: Akbank
Company Description: Akbank is one of the largest banks in Turkey. Founded in 1948, it had revenues of nearly TL10bn in 2011. Listed on the Borsa Istanbul, it is 20% owned by the US Citigroup, as well as by members of the Sabanci family.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Financial Services Industries

Nomination Title: Akbank Call Center

Tell the story about what this nominated contact center achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Akbank was founded as a privately-owned commercial bank in 1948. Floated to the public in 1990, Akbank shares began trading on international markets and as an American Depository Receipt (ADR) after its secondary public offering in 1998. Akbank operates with network of 961 branches and 16,315 employees.

Our Call Center started working in 2001 with 70 Agents and now handling montly 3,5 mio calls with more than 1.000 Agents. We are serving 1.5 mio customers with a customer focused approach and innovative applications that make difference.

Call Center team working in a special environment, won IMI Istanbul Best Customer Service in Social Media 2012, IMI Istanbul Best Use of Technology in Call Center 2013, IMI Istanbul Best Customer Representative 2012 and 2013 awards by its successful services. Our Call Center is the First Bank in Turkey integrate social media to its systems. We serve our customers 7/24 from Twitter and Facebook.

We are targeting unique customer experience in each call and trying very hard with all our energy to make our customers feel “We are here for you!”. Our FCR rate is %97,5 and errorless transaction ratio is %0,000023. Our agent are using only one front end screen to reach all banking transactions and every agent can handle every kind of calls.

We believe that qualified human resources is the most important power of a Call Center. We are a very young and dynamic team. Our every employee has bachelors degree. Their career paths are always open all in Call Center, Branches and Head Quarter.

We use technology as a very important and critical instrument to make life easier for our customers in our Call Center. With the best use of technology, we achive our goals to handle every demand coming from our customers.

•IVR Completion Ratio is %52
•Calls Resolved on First Call in Percent is %97,2
•Average Calls Transferred in Percent is %2,0
•Calls Per Agent Per Hour is 20,3
•Average Talk Time is 153 seconds
•Average After Call Work Time is 4 seconds

We are also making innovations for our customers to be with them when ever they need us. We recently implement Video Chat functionality to our online banking application. Customer can reach us by clicking one button and without using a different channel to connect. Same routing strategies apply for Video Calls. We integrated Call Center Cahnnel and Online Banking Channel to be working as a one channel. By this integration best quality customer service experience can be given through online banking channel.

We are also a very important part of the sales activities in our bank. 14 % of the Inbound Calls resulted with sales. 21 % of Credit Card, 54 % of Additional Card and 22 % of Virtual Card sales are completed in CallCenter. Also 37 % of the Insurance Sales is done by Call Center.

In our Call Center, from our customer representatives to our top management level, we will continue bringing added value and creating differentiated implementations to our customers with our innovative and uninhibited point of view.

 

Provide a brief (up to 125 words) biography about the leader(s) of the nominated contact center:

Ender Durukan: SVP of Call Center Department in Akbank. He has 19 years of experience in Call Center sector. He joined Akbank in 2000 and lead the call center installation project. Akbank’s call center is one of the biggest call centers in Turkey an Ender Durukan is the Head of it. Akbank’s call center consists of Inbound, Outbound, Collection and Operations divisions.