Avea Iletisim Hizmetleri A.S
Company: Avea Iletisim Hizmetleri A.S.
Company Description: Avea, the sole GSM 1800 mobile operator of Turkey, was founded in 2004. Being driven by a spirit of innovation, Avea, the youngest operator of Turkey, has a nationwide customer base of 13.2 million as of the first quarter of 2012. Offering services to 98% of Turkey's population through its next generation network, the company is growing fast both in the corporate and individual services.
Nomination Category: Business Development Awards Categories
Nomination Sub Category: Business Development Professional of the Year
Nomination Title: Gökhan AYAS, Department Manager of Customer Care Project & Self Service Channel Management
Tell the story about what this nominee achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Avea has increased its customer base from 12M to 16M between 2012 and 2014.
In 2012 January, Avea Customer Care had 2500 inbound employees for customer service, serving from 11 different locations all around Turkey and was receiving 2.5M monthly calls from 12M customers.
The customer care employee costs were very high and with the growing customer base, 1000 new employees were recruited for inbound operations!
As Department Manager of Customer Care Project & Self Service Channel Management teams, Mr. Gokhan Ayas had 2 main different goals as of year 2012;
• Reducing inbound calls and increase self-service channel usage, profitability.
• Implementing & managing customer care projects which were approved for the project portfolio by Avea top executive management
Mr. Ayas deployed two phased strategy:
• Developing user friendly smart self-care channels for Avea customers, to reduce live calls
• Improving contact center infrastructure and bringing innovative technologies by new projects
To achieve his main goal, teams under Mr. Ayas’s management, determined and managed the activities to develop and upgrade the whole customer self-care systems and customer representative system interfaces.
Some examples of self-service channel development team are listed below
• Avea Online Application for smart phone users – Highest rated app. on IOS -Android
• Smart USSD Service (Yildiz Servisler – Star Services) – Most preferred contact channel
• Voice Print - Verification System – 2M active users , Top 5 in worldwide
• Siebel Campaign Management implementation on 6 different channels
• Segmented IVR Services – Managing 10 different MVNO brands on 26 different IVR processes
- IVR Online Content Management project
- IVR Functionality Development Project
- IVR Credit Card transactions Project
- Flexible IVR Systems, Worldwide pioneer!
- Outbound IVR Automation Project
Regarding projects that were implemented during this time frame, Mr. Ayas was the leading actor of 4 A+ projects each year ( Projects with a budget of 5$ mio and bigger) which contribute to contact center infrastructure, CRM systems, Innovation and Billing systems. Some examples;
• Siebel Customer Care Implementation > One of the biggest CRM replacement projects in Turkey, succeeded in 1,5 years , in use actively as the unique CRM system of Avea
• Contact Center Infrastructure Upgrade > replacement of whole infrastructure CTI, IVR, ACD, Outbound Dialer in 11 locations over 2500 customer representatives , succeeded in 1 year , in use actively at all locations
• Speech Analytics > Transcription %100 of the conversations to improve call quality and contact center processes
As a result of these Avea Self Care systems developments & projects
• Self-service channels grow %460 from 2012 July to July 2014
• Self Service channel credit card transactions increased %550
• Self Service Channel sales revenue increased %89 ,
• Usage of self-service channels increased from %82 to %96 so live calls decreased from %18 to %4
• Integrated 3 new channels Smart USSD , Mobile app , 9333 non-agent transactional IVR
• Launched awarded innovative products such as : Flexible IVR , Voice Signature , Outbound Campaign Suite
Mr. Ayas showed his vision and dedication to overcome obstacles during this time frame. He has shown the leadership in driving his team to the target and he has been a role model to his colleagues. Last but not least, his passion about his job has always helped him achieve success. Inspire The People.
Self Service & Project Management Team Awards
Contact Center Awards Turkey (2013);
• Best Use Of Technology (Awarded twice 2011- 2012 )
• Best Social Media Customer Service in Contact (2013)
• Best Contact Center over 500 seats in Turkey (2013)
Stevie Awards (2013);
• Best Use of Technology in Customer Service – Telecommunications (Bronze)
• IVR or Web Service Solution – (Bronze) > Outbound Campaign Suit (OCS)
Business development executive with 14 years solid experience in Contact Center , with the success of devising and executing strategies and leading team efforts that have produced multimillion-dollar results, innovative & valuable business solutions & partnerships, and growth revenues for telecom products and services.
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