Since its founding, Turkcell Global Bilgi has pursued a vision of delivering an "unique customer experience" and now celebrates 25 years in the industry. Stating that the company provides both traditional and digital services across every customer-facing channel far more than a call center, Metin Tuğtağ, Chief Executive Officer of Turkcell Global Bilgi, said, “Our journey began with a single client in the TV broadcasting sector and today, we serve over 100 corporate customers across 12 industries, all embracing digital transformation.”
Established in 1999 as a call center in Halkalı, Istanbul, Turkcell Global Bilgi is strengthening its leading position in the customer experience sector in its 25th year. For a quarter of century, Turkcell Global Bilgi has been driving impact through the digital solutions it delivers to customers, earning numerous awards and steadily expanding its footprint. Offering both traditional and technology-driven services that create distinctive customer experiences with around 16,000 employees across 15 locations in Türkiye, the Turkcell Global Bilgi is now backed by deep expertise in the telecommunications sector and serves more than 100 corporate clients across 12 industries, including finance, insurance, e-commerce, and retail with its accumulated knowledge of 25 years.
“The World’s Best Customer Experience Award is no coincidence.”
Metin Tuğtağ, Chief Executive Officer of Turkcell Global Bilgi, stated that they offer inclusive services across every channel that touches the customer, saying: “We were established as a call center a quarter of a century ago. Now, we have gone far beyond being a call center and initiated a digital transformation in the customer experience. This transformation will gain further momentum with our artificial intelligence-based projects, which we plan to implement by the end of the year. For instance, we plan to minimise the difference between humans and artificial intelligence by preparing the responses that customer representatives will give during calls in advance and providing them using generative artificial intelligence. This way, our customers will receive the most personalised service quickly, while our employees will be able to use their remaining time more efficiently. In addition, we will also raise our service quality to the next level by listening to nearly all of the thousands of conversations held throughout the day using productive artificial intelligence. The 'World's Best Customer Experience' award and 'Europe's Best Employer' awards we have received as a result of all these efforts are proof that our success is no coincidence and that this digital transformation has led to satisfaction among our customers and employees. Examples of our products that enable our digital transformation include our social media application, which we developed to enable our business partners to use social media quickly and effectively. We save time and labour by using Robotic Process Automation (RPA), designed by our own engineers, to have robots perform routine and repetitive tasks. Another service that touches lives is our remote technical support. After the pandemic, remote working has become an indispensable part of our lives. At this point, we provide technical support services by remotely connecting to employees' software and hardware issues. We are now also contributing to the satisfaction of our customers' employees with this service, which we call the Digital Help Desk. Such digital and technological services are leading us to deliver a customer experience that is 'unique' yet equally 'digital', just as we aimed for.
A New Brand in the 25th Year
Metin Tuğtağ stated that the company is working to advance its technological capabilities in its 25th year by introducing another brand for its digital products and services and continued: “In response to the growing demand for digital channels, we will soon launch a new technology-focused brand. While our traditional call center services will continue to evolve, we will accelerate our digital transformation and stand out in the sector with innovations designed to meet future needs.”
"We will continue to lead the sector with innovative solutions.
Metin Tuğtağ concluded his remarks as follows: “For 25 years, we have not only been providing services to our customers but also working to make this experience unique. With this perspective, the satisfaction of our employees has become just as important as that of our customers. Because we know that only happy employees can create happy customers. To this end, we have been running our 'Techno Camp' training and development programme for four years without interruption, both to equip our young people with technical skills and offer employment opportunities. Furthermore, we opened our Hatay office to provide employment to citizens affected by the earthquake as part of our 'Bond of Communion' projects following the earthquake on 6 February. We place great importance on digitalisation and meet our customers' expectations with the most advanced technologies with the experience we have gained throughout this process. In the coming years, we will continue to lead the sector with our innovative solutions that will increase customer satisfaction.”