Turkcell Global Bilgi, which has been acting with the vision of “unique customer experience” since its establishment, has left 25 years behind. Stating that they have gone beyond being a call center merely and offer both traditional and digital services in every channel touching the customer, Metin Tuğtağ, he General Manager of Turkcell Global Bilgi, said, “Our journey, which we started with a single customer serving in the TV broadcasting sector, continues today with over 100 corporate customers in 12 different sectors by digitalizing.”
Turkcell Global Bilgi, established in 1999 as a call center in Halkalı, Istanbul, further strengthens its leading position in the customer experience sector in its 25th anniversary year. With many awards it has won and its expanding locations, over a quarter of a century Turkcell Global Bilgi makes a difference with the digital solutions it offers to its customers. Turkcell Global Bilgi, which provides traditional and technological solutions that make customer experience unique with approximately 16 thousand employees in 15 different locations all around Turkey, today serves in 12 different sectors including finance, insurance, e-commerce and retail with its 25 years of experience, in addition to its more than 100 corporate customers and deep-rooted experience in the telecom sector.
Metin Tuğtağ, the General Manager of Turkcell Global Bilgi, stated that they offer an inclusive service in every channel touching the customer and said: “A quarter of a century ago, we were established as a call center, and now we have gone far beyond being a call center and started a digital transformation in customer experience. This transformation will gain even more momentum with our artificial intelligence-based projects we plan to realize by the end of the year. For example, we plan to minimize the difference between human and AI by preparing the answers to be given by customer representatives during the interviews in advance and communicating them by way of productive AI. Thus, our customers will quickly receive the service closest to the emulate human touch, while our employees will use their remaining time more efficiently. Additionally, leveraging generative AI to analyze the majority of daily customer interactions will further elevate our service quality to unprecedented levels. The ‘World’s Best Customer Experience’ award and ‘Europe’s Best Employer’ awards we were granted as a result of all these efforts are proof that our success is not a coincidence and that our customers and employees are satisfied with this digital transformation. As an example of our products enabling our digital transformation, we ensure our business partners to use social media quickly and effectively with our social media application we developed. With Robotic Process Automation (RPA) designed by our own engineers, we save time and labor by having robots perform routine and repetitive tasks. Another service that touches lives is remote technical support. After the pandemic, working remotely has become an indispensable part of our lives. At this point, we offer technical support services by remotely connecting to the software and hardware problems of employees. With this service, which we call IT Help Desk, we now contribute to the satisfaction of our customers’ employees such digital and technological services lead us to offer a customer experience service that is ‘unique’ yet ‘digital’ as we aim.”
Metin Tuğtağ stated that the company is working to bring its digital products and services together with its customers under a separate brand by taking its technological progress one step ahead in its 25th year and continued as follows: “Our new technology-oriented brand will be launched very soon in order to respond to customer needs oriented towards digital channels. While our traditional call center services will continue to develop, we will make a difference in the sector with our innovations to meet the needs of the future by accelerating our digital transformation.”
Metin Tuğtağ concluded his words as follows: “During this period of 25 years, we have not only been providing services to our customers, but also working to make this experience unique. From this perspective, the satisfaction of our employees becomes as important as that of our customers. Because we know that only happy employees will create happy customers. For this purpose, we have been continuing our ‘Techno Camp’ training and development program for 4 years uninterruptedly in order to both technically equip our young people and provide employment. Furthermore, after the February 6 earthquake, we opened our Hatay facilities in order to provide employment to our earthquake-victim citizens within the scope of ‘Gönül Bağı’ projects. With the experience we gained in this process, we attach great importance to digitalization and meet the expectations of our customers with the most advanced technologies. In the coming years, we will continue to lead the sector with our innovative solutions that will increase customer satisfaction.”
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