Zorlu Enerji - Contact Center of the Year
Company: Zorlu Enerji
Entry Submitted By: Medyaevi İletişim Ajansı
Company Description: Zorlu Enerji was established in 1993 to operate in various areas of the energy sector and provides integrated services on a global scale. Zorlu Enerji invests in projects supporting supply security and sustainability in energy. The company produces 100% of its electricity from renewable resources in Turkey and offers I-REC certified clean energy to all its customers.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Other Service Industries
Nomination Title: Zorlu Enerji Call Center
Zorlu Enerji, one of Turkey's leading companies in renewable energy, serves approximately 3 million customers throughout 4 projects which are electricity and natural gas retail sales, charging stations for electric vehicles, and digital rental services of electric vehicles. Electricity sales and after-sales services are offered to free consumers all over Turkey, especially in Eskişehir, Uşak, Afyon, Kütahya, and Bilecik. Gas supply, sales, and after-sales services are realized in the Thrace region and cities around Gaziantep. Subscriptions, sales, invoicing, and collection operations are conducted in electricity and gas call centers. Zorlu Energy Solutions (ZES), which started its operations in 2018, offers public and private charging solutions to electric vehicle owners in the country and abroad, with the fast-charging stations implemented in cities and intercity roads. Electrip is Turkey's first electric vehicle sharing platform, founded by Zorlu Enerji. 1 Customer Experience and Call Center Manager, 1 Call Center Manager, 1 Customer Experience and Business Development Manager, 2 Process and Product Tracking Specialists, 1 Customer Experience and Business Development Specialist, 4 Quality and Training Specialists, 1 Operations Manager, 4 Team Leaders, 1 Planning Officer, 2 Planning and Reporting Specialists, 70 Customer Representatives work in the operations and support organization of Zorlu Enerji.
Zorlu Enerji carried out the Satisfaction 4.0 project, the first customer satisfaction project funded and approved by the Ministry of Energy. Thanks to the CRM project operated through MC Dynamics 365, the company managed customer interactions in all channels with an Omni-channel structure, solved 37% of the interactions in the search channel on IVR, and opened new horizons in the digital world. This journey, which started with the motto "Happy customers can only come with happy employees," ensures that employees reach their entire performance transparently through the established CRM system. As a result of the efforts on customer experience and satisfaction, the company was awarded the First Prize in the Energy Sector for the 3rd time in June 2021, within the scope of the 6th ACE Awards "Excellent Customer Satisfaction Achievement Awards" organized by Sikayetvar.com -Turkey's first and only customer satisfaction platform- and won the Diamond Award. Zorlu Enerji became the first company to digitize its service by breaking another ground in the sector. In this context, launching Digital Subscription Services, it aimed to speed up business processes and improve customer satisfaction. With this service, Zorlu Enerji customers can perform their subscription transactions without the need for a signature, view their contracts digitally, and complete several subscription processes digitally.
Zorlu Enerji encourages both individual developments of its employees and improvement of their social and cultural wealth. Gifts are sent to employees on their birthdays; in-house online conferences and games are organized. Employee satisfaction scores increased by 2% compared to 2020 and reached 82%. The annual turnover rate was 13%. The most significant factors affecting team performance are on-the-job and refresher training activities. New members take 15-day training on orientation, product, processes, soft skills, and applied field activities. Refresher training for 1 person takes 40 hours annually. Monthly, 25 experiences of each customer representative are evaluated by the quality and training teams. In 2021, the quality score of the Contact Center was 93.5 out of 100. Over 2000 coaching and mentoring meetings were held in 2021. With the customer experience project implemented in April 2020, the experiences offered to customers in all channels are measured, processes and products are constantly improved with feedbacks. In 2020, the result was 87%, with the participation of 49K customers received call center service were. In 2021, the results reached 90% with 24K customers. With Digital Subscription Services, the satisfaction rate reached 95%. With the digital subscription transactions in 2021, approximately 7 tons of paper were saved in 6 months; 200,000 liters of water were saved, 9 tons of Co2 emissions were prevented. By the end of 2021, it aims to avoid using approximately 16 tons of paper, save 427,000 liters of water, and prevent 20 tons of CO2 emissions.
Zorlu Enerji carried out the Satisfaction 4.0 project, the first customer satisfaction project funded and approved by the Ministry of Energy. A relevant press release was distributed.
http://zorludergi.zorlu.com/71/zorlu-enerj-memnunyet-40-projes/
https://tr.investing.com/news/markets/zorlu-enerjinin-memnuniyet-40-projesi-enerji-bakanlg-tarafndan-bu-alanda-onaylanan-ilk-proje-oldu-2073281
Zorlu Enerji has become the first company to digitize its service, breaking new ground in its sector. A relevant press release was distributed.
https://www.dunya.com/sirketler/zorlu-enerji-dijital-abonelik-hizmetlerini-devreye-aldi-haberi-622915
https://www.milliyet.com.tr/vitrin/turkiyede-bir-ilk-elektrik-hizmetinde-dijital-abonelik-donemi-6518485
https://www.7sabah.com.tr/haber/75611/zorlu-enerji-dijital-abonelikle-yilda-20-ton-karbondioksit-saliminin-onune-gececek/
Zorlu Enerji was awarded the First Prize in the Energy Sector for the 3rd time in June 2021, within the scope of the 6th ACE Awards "Excellent Customer Satisfaction Achievement Awards" organized by Sikayetvar.com -Turkey's first and only customer satisfaction platform- and won the Diamond Award. A relevant press release was distributed.
https://www.sikayetvar.com/ace-odulleri