Company: AgeSA
Nomination Submitted by: Business Awards Consulting
Company Description: Operating in partnership with Sabancı Holding, one of Turkey's leading holdings, and Ageas, a Belgian insurance company with a history of nearly two centuries, AgeSA is one of the leading insurance companies in Turkey.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Insurance - Large
 Nomination Title: AgeSA
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since 1 January 2020, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 190 words used.
“We Are Here To Offer The Good Inherent In Our Business For Happy Individuals And A Confident Society”
Operating in partnership with Sabancı Holding, one of Turkey's leading holdings, and Ageas, a Belgian insurance company with a history of nearly two centuries, Agesa is one of the leading insurance companies in Turkey. 20 percent of the company's shares are traded on Borsa Istanbul with the code "AGESA". Established as AvivaSA in 2007, the company changed its name as “AgeSA” in 2021. AgeSA offers innovative products in the fields of "personal pension", "life insurance" and "personal accident insurance" to its 2.4 million customers with its 1,400 employees. AgeSA set out to create a unique customer experience by Putting customer happiness at the core of its processes. With this vision, AgeSA designs all customer experience processes in order to set an example not only for Turkey but also for the world in its sector AgeSA collaborated with ATOS Customer Services, the leading customer service center in the industry, to handle all customer service contact points and processes, in order to achieve these goals in the fastest and most effective way.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
The needs and service expectations of customers in the health and insurance sector have changed with the covid-19 pandemic. Atos has easily made the transition to remote working through its strong technological infrastructure and even increased its service quality. In 2020 and 2021, Agesa-Atos introduced many innovations to perfect the customer experience: Before Speech Analytics Solution only a part of 3 million calls could be examined for quality measurement. The solution enabled all customer calls are analyzed with the voice recognition system, it analyses extensive data on call topics, customer complaints, and even customer sentiment. Agesa-Atos launched new customer access channels through WhatsApp, WebChat and ChatBot channels with the accelerating effect of the pandemic. AgeSA's entire call center infrastructure was renewed, while achieving a structure that would respond quickly and agile to changing customer expectations, while at the same time increasing the service quality of customer representatives with the New Generation Call Center System developed by Atos. Ensuring the security of customer information, which is one of the most important risks for customer management in the remote working period, was also on AgeSA's agenda. Customer data has started to be protected with higher security with the new applications and solutions introduced for information security. A resource has been created in Teams, The Open Teams Room application, where MTs can always ask their questions immediately, has been implemented based on the fact that customer representatives working remotely will not have consultant resources and managers they can reach when needed.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 235 words used.
Agesa's customer service levels have increased significantly through the synergy created by the AgeSA-Atos collaboration, development investments made by Atos in customer representatives, technological investments and improvements made in call center systems, and the restructuring of AgeSA customer experience processes. This success, which was achieved in the period when customer expectations changed rapidly, health and insurance concepts came to the fore and customers became more demanding, and employees started to work from home, stands out in the sector.
Achievements of AgeSA customer service numerically:
Call Center Metrics:
-AgeSA call center answers 3 million calls per year with 165 customer representatives.
-Agesa call center responds to the e-mails received by the support service in an average of 1 hour.
-With all the process innovations, the solution time was reduced from 72 hours to 36 hours.
-The number of calls forwarded to back-office teams was reduced by 20% in 2021.
-Accessibility to the call center increased from 80% to 97%, and Service level increased from 54% to 75%.
Service Quality:
-While the NPS rate was 35.5 in 2020 in the after-service evaluations of service taken from call center customer representatives, this score was increased to 62 in 2021.
Customer Experience and Satisfaction:
-The AgeSA NPS increased from 14 at the end of 2020 to 34 in 2021Q2 with a record 20-point increase.
-The customer satisfaction survey score increased from 66 in 2020 to 69 in 2021.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 38 words used.
Apx1: Presentation: AgeSA-Atos Customer Service Journey Details
Apx2: Video: AgeSa Trailer
Apx3: Video: Agesa Commercial
Apx4: Video: AvivaSA Introduction Video
(The video is filmed early 2021, and shows the old brand name-Avivasa. Brand name has been changed mid-2021)
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