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: Contact Center of the Year (Up to 100 Seats) - Financial Services Industries
 Nomination Title: OdeaBank Contact Center
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 211 words used.
We managed to comply with all the regulations offered by the Banking Regulation and Supervision Agency with a record speed. We have changed the authentication infrastructure we use during our processes. We got 85 points out of 100 points in the surveys of companies that conduct customer experience research. We were deemed worthy of the "Best call center award of the year" for the second time at the Turkey Call Center Awards (IMI) one of the most prestigious award ceremonies in Turkey. We have worked to make the lives of our customers and employees easier with the projects we have developed and the new projects we continue to develop. Some of these projects are; Help chatbot for agents, oksibot for customers, call streeting and Customer acquisition with digital onboarding. We started high fund sales with the establishment of the investment consultancy team. We achieved a demand resolution rate of 85% in the first contact with the customer. Our customer Inquiries management team was deemed worthy of the "Customer Experience Index" award by www.sikayetvar.com one more time, which is the Turkey's most prestigious platform, with the shortest resolution time. Also our Training Team has took the 1st place as “Customer Service Training of The Year” on Stevie Awards in 2022.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the 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 submitting written answers to the questions for this category, provide them in the spaces below.
- 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 17 words used.
Our presentation, in which we describe the entire functionin of our contact center in detail, is attached.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 136 words used.
We as Odeabank Contact Center, have begun to give service by targeting to provide the best customer experience with technological solutions as of 2012 November. Over the course of years as we grow, four departments came under the contact center umbrella, namely Inbound, Outbound, Customer Notifications Management and Business Management. We have reached the number of 85 personnel by preserving the structure that we have established in 2012 with 10 sales representatives who get training and have competence over the industry average with the recruitment criteria that we have determined while we are developing. After 2021 of May, we can provide virtual account opening service with our 10 representatives. With this way our customers don't need to come branches for open an account and we provide more safety environment for our customers because of the COVID-19.
- 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 team's past performance (up to 250 words):
Total 131 words used.
Customer experience always comes first for us. In this direction, our main goals are to adapt quickly to all processes and technologies, to listen and take care of the customer, to be a call center that can be reached at all times, and to provide our customers with a unique and unmatched experience in all channels.
We are also aware that the most important way to reach our goals is the satisfaction of our employees. For this reason, we take care of our employees one-on-one with the motto of "happy employees, happy customers". We organize different social activities to keep their motivation high. In addition, we provide many trainings, including those that are especially requested for their career goals, and we are constantly working to reach the best versions of themselves.
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