Atos Customer Services, Istanbul, Kadiköy, Turkey: Atos Customer Services Turkey

Written answers to the questions

Total 197 words used.

Operating in partnership with one of Turkey's leading holdings Sabancı and a Belgian insurance company Ageas, AgeSA is one of the leading insurance companies in Turkey. Established as AvivaSA in 2007, the company changed its name as “AgeSA” in 2021. 20% of the company's shares are traded on Borsa Istanbul. 

AgeSA offers innovative products in "personal pension", "life insurance" and "personal accident insurance" to its 3 million customers with its 1500 employees.

AgeSA set out to create a unique customer experience by Putting customer happiness at the core of its processes. With this vision, AgeSA covers all customer experience processes,

-To maximize the customer experience,

-To make a difference by professionalizing the service offered at all contact points that touch the customer,

-Developing industry-leading and leading customer support applications,

-It builds with the goals of improving customer processes with an agility, speed and focus that can set an example not only for Turkey but also for the world in its sector.

AgeSA collaborated with ATOS Customer Services, the leading customer service center in the industry, to handle all customer service contact points and processes, in order to achieve these goals in the fastest and most effective way.

Total 249 words used.

AgeSA-Atos introduced many innovations to perfect the customer experience since 2021:

AgeSA's entire call center infrastructure was revamped with a rapid and agile structure, simultaneously enhancing the service quality of customer representatives through the implementation of the New Generation Call Center System developed by Atos.

Agesa-Atos launched new customer access channels through WhatsApp, WebChat and ChatBot channels.

All incoming customer calls with the voice recognition system were analyzed, and it was possible to record and analyze many data, including call topics, customer complaints, and even customer sentiment with the Speech Analytics Application. Before Speech Analytics Solution only a small part of 3 million calls could be examined. The solution enabled all customer calls are analyzed with the voice recognition system, it analyses extensive data on call topics, customer complaints, and even customer sentiment. 

Ensuring the security of customer information was also on AgeSA's agenda. Customer data is protected with higher security with the new applications and solutions introduced for information security.

With the fact that customer representatives working remotely will not have consultant resources and managers they can reach when needed The Open Teams Room implemeted. With that CSRs can always ask their questions immediately, has been implemented based on.

With new 'Customer-Centric Cultural Transformation' process, the goal is to improve the customer experience and also redesign the service-providing employees and processes with this vision.

As part of the 'Do a Good Deed' Project, all old standard customer scripts are transformed to expressions that will make customers feel 'special'.

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.

Total 112 words used.

AgeSA's customer service levels have increased significantly through the synergy created by the AgeSA-Atos collaboration, development investments made by Atos in customer representatives, technological investments and improvements made in call center systems, and the restructuring of AgeSA customer experience processes.

This success, which was achieved in the period when customer expectations changed rapidly, health and insurance concepts came to the fore and customers became more demanding, and employees started to work from home, stands out in the sector.

Apx1: Presentation: AgeSA-Atos Customer Service Journey Details

Apx2: Video: AgeSa Trailer

https://www.youtube.com/watch?v=QKn78H1fhsQ

Apx3: Video: Agesa Commercial

https://www.youtube.com/watch?v=Wqxce7dKsIw

Apx4 – Voice of AgeSA Video

https://youtu.be/6zdqqtEkorE