Odeabank - Customer Service Training Team of the Year

Company: Odeabank, Istanbul, Turkey
Company Description: Odeabank is a bank with the AudBank extension located in Turkey. Founded in 2012 and aims to provide high-quality and fast financial services to Turkish companies and individuals in different segments. Odeabank has 48 bank branches, for to touch customers directly, and over 1000 employees, including our headquarters on Levent and Maslak all over Turkey.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - Financial Services Industries

Nomination Title: OdeaBank's Customer Service Training Team

Odeabank Contact Center Training and Quality Team has three members. We have experienced first job experience with Odeabank. One of us has 8 years experience at Odeabank and the others have four years. All our employees are recruited from best customer representatives of Odeabank Contact Center who has the highest performance scores. Like us,other representatives we have trained also learn and experience a lot of banking-related information here, and with this knowledge and experience, they find the opportunity to work in different departments of our bank. In other words,we train bank personnel and prepare them for a long-term working period.

We call our training program 360 degrees. Because our education process progresses from the beginning to the end with a multi-faceted program. We complete many stages such as orientation,theory,practice, test screens, gamification, evaluation of trainer and training and self-evaluation in our initial training.Our trainings include 3 weeks of theory and 1 week of practice.

We used to do our training in the classroom before. We quickly adapted to online education during the pandemic process and we do all our training online.

Most important advantage of online education is very fast and effective/efficient use of time. However, there were also some disadvantages such as slow recognition, adaptation and socialization of the representative. We thought and worked on how to turn these disadvantages into advantages. We would like to briefly mention them by summarizing our training method. We know that different people have differentlearning styles.In the beginning of the training program we have a test about learning styles. With test results, the functionality of education and activities will be using during the training. For example, if our representative has a shy nature, we give him more social roles in our gamifications. Thus, we accelerate the socialization process. Our representative can use the exactsame screens with the contact centerin education but without real customer information. Representatives can access to these screens and our training documents 24/7.Thus, we accelerate the adaptation and learning process.We come to the office once a week to have the real customerexperience so that the representatives can get to know each other better, see the office environment, socialize and experience the real customer experience. They talk to real customers about the subjects they have learned so far and provide service. During the training,we automatically send their callsover the system and ask them to evaluate themselves. In this way, they can have an idea about their development areas. At the end of the training, our representatives evaluate the training.

We benefit from technology, customer feedback and our NPS and FCR analyzes while identifying the training needs of our all representatives.Automatic Evaluation:We check all our representatives' conversations with automatic evaluation. Thus, all conversations are being controlled. We automatically control all criteria such as expressions that we want or don't want to be used, tone of voice, interruption, welcoming etc. By creating queries with some information patterns, we can detect if an incorrect information is given. Every month, we identify the development points of our representatives from these analyzes and organize new training program monthly.Online Weekly Quizzes:A great way to see where the missing information is.Help Bot:If our agents need help during the call, we have a help bot for it. They can ask questions and the bot answers. We also specify the most frequently asked questions to bot every month and organize training on topics that focus on. With this method and technology, our success in product information has increased to 95%.In 2020,this rate was 88%. Our representatives are available 24/7.NPS (Net Promoter Score) Analysis:If there is an issue that causes customer dissatisfaction, we revise our process. If there is a lack of information, we organize training.FCR (First Call/Contact Resolution) Analysis: We analyze the reasons for repeat calls and organize training if there is an agent-related situation. Our average FCR rate for 2021 is 85%.We can say that it is a successful business on the basis of sector.

Here are some quantitative results of our team:

Customer Satisfaction:While the number of customers who expressed their satisfaction with the service and communication they received in 2019 was 42, this number increased to 68 in 2020

Low personal mistake rate for customer representatives:Monthly, maximum 5 mistakes in average 50000 calls (It is total number of calls for outbound and inbound teams.)

High service quality:83 out of 100 in quality evaluation in 2020; 85 in 2021 so far (Manuel evaluation results)

Exam Results:Average 90 out of 100

FCR Rate:Our average FCR rate for 2021 is 85% so far (2020 average rate is %83)

NPS Rate:In the first and second quarter of 2021, our NPS score is 68. This score increased to 70 in the last quarter.
Education survey:Our survey average in our first distance education class was 4.85 out of 5. Inour last education class, this rate increased to 4.99. https://5.in/