Total 247 words used.
Achievements of AgeSA customer service numerically:
Call Center Metrics:
-AgeSA call center answers 3 million calls per year with 220 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 21 in 2021 and another 22% in 2022.
-Accessibility to the call center increased from 80% to 98%, and Service level increased from 54% to 75%.
- First Call Resolution rate increased to 87%
Service Quality:
-Contact center service quaity is measured as 91.
-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 and 74 in 2022.
Customer Experience and Satisfaction:
-The AgeSA NPS increased from 38 at the end of 2020 to 62 in 2021Q2 with a record 24-point increase, 2022 NPs achieved to 65.
-The customer satisfaction survey score increased from 66 in 2020 to 69 in 2021 and 75 in 2022
-The customer experience score of AgeSa, determined by Şikayet Var, a platform that collects customer complaints in Turkey, increased from 56 points in 2022 to 79 points in 2023, showing a significant improvement of 23 points.
-Atos Turkey has been ranked among Turkey's best employers in the "Great Place to Work" survey, which evaluates top employers.