Company: Atos Customer Services
Nomination Submitted by: Business Awards Consulting
Company Description: ATOS Customer Services is the leading customer service center in the industry that handles all customer service contact points and processes, in order to achieve these goals in the fastest and most effective way.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Consumer Services - Medium
 Nomination Title: ATOS Turkiye Customer Services
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since 1 January 2022, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated 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 providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 196 words used.
Operating in partnership with one of Turkey's leading holdings, Sabancı, and the Belgian insurance company Ageas, AgeSA is a prominent insurance company in Turkey. Established as AvivaSA in 2007, the company rebranded as AgeSA in 2021. Twenty percent 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 1,500 employees.
AgeSA collaborates with ATOS Customer Services, a leading customer service center, to manage all customer service contact points and processes, achieving these goals efficiently and effectively.
Unlike the customary practice in customer service, the Atos-AgeSA collaboration has been ongoing for 11 years, and each year, the scope of the collaboration expands with practices that set a precedent in the industry. All service channels and customer-facing processes provided by Atos and AgeSA at the Call Center are continuously reviewed to enhance the experience. All service channels within AgeSA customer service are managed by Atos.
With Atos' superior performance and expertise in customer service, AgeSA has seen positive improvements in business outcomes in areas such as service level, customer satisfaction, customer complaints, and call response speed.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Atos-AgeSA collaboration has witnessed groundbreaking and pioneering applications in the insurance sector in Turkey, contributing to a shift in the approach to customer service in the industry.
One of the extraordinary and pioneering applications in this project is the Call Center Transformation Process. Customers' most common complaints when receiving services from call centers include robotic language, scripted sentences, and processes that make them feel undervalued. To connect with customers and perfect the customer experience, AgeSA initiated the call center transformation project, simplifying and relaxing the robotic language in all customer-facing areas, establishing a connection with the customer. This application, a first in Turkey, has increased customer appreciation and praise, improving the customer experience.
In 2023, "Customer-Oriented Cultural Transformation Process," a continuation of the transformation process, was implemented. All employees were included in training sessions to adopt a common customer-centric approach within the organization and among Atos employees.
Atos-AgeSA, which increases the diversity and impact of the services offered every year, implemented another pioneering application in 2023, launching a video call center for the hearing impaired. This significant innovation for inclusivity in service, enabling video calls in sign language for hearing impaired, set an important example for the industry.
In addition, since 2022, AgeSA-Atos collaboration has introduced innovations such as enriching service channels with WebChat and ChatBot channels and analyzing all customer calls with Speech Analytics. As part of the 'Do a Good Deed' Project, all old standard customer scripts were transformed into expressions that make customers feel 'special.'
- If you are providing written answers for your submission, you must provide an answer to this third question: 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 organization's past performance (up to 250 words):
Total 202 words used.
Today, customer services for all channels through which AgeSA customers reach the institution are provided by Atos from a single contact point. Thus, Atos and AgeSA operate not as two separate entities providing and receiving services, but as partners offering joint services with a common purpose. The closeness of these two institutions, their approach to managing processes together, and their shared sense of responsibility represent a rare collaboration in customer services. Unlike the AgeSA-Atos partnership, many institutions in Turkey conduct different customer service tasks with various firms, collaborating with different companies for outbound calls and churn areas to achieve cost advantages. However, AgeSA manages all customer transactions and processes together with Atos, thus gaining a significant advantage in process excellence.
With this long-term collaboration, 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.
- You have the option to answer this final question: 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 200 words used.
Achievements of AgeSA customer service numerically:
AgeSA call center answers over 3,5 million calls per year with 280 customer representatives.
Service Quality:
-Accessibility to the call center increased from 80% to 98%, and Service level increased from 54% to 75%.
- First Call Resolution rate increased to 85%
-Contact center service quaity is measured as 91.
-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.
Customer Experience and Satisfaction:
-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 74 in 2022 and 81 in 2023.
-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.
Apx1: Presentation: AgeSA-Atos Customer Service Journey Details
Apx4 – Voice of AgeSA Video
https://youtu.be/6zdqqtEkorE
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