Company: Yuksekbilgili Training & Consulting, Istanbul, Turkiye
Company Description: Yuksekbilgili Egitim ve Danismanlik, established in 2016 and founded by Dr Zeki Yuksekbilgili, is one of Turkey's most significant training and consulting companies. The company gave training and consulting services to nearly 80% of Turkey's most prominent organizations. With more than 100 training subjects, the company managed to train more than 50.000 participants online and offline.
Nomination Category: Customer Service Categories
Nomination Sub Category: Award for Innovation in Customer Service Management, Planning & Practice - Other Service Industries
 Nomination Title: Yuksekbilgili Informal Customer Service
- Provide an essay of up to 625 words describing the nominee's innovative achievements since July 1 2022:
Total 244 words used.
In 2023, Yuksekbilgili successfully achieved a 25% growth in customer base and witnessed a significant 59% surge in customer inquiries. Additionally, the company successfully organized two summits. Considering the nature of service industries, this increase in customers and inquiries necessitated the expansion of the customer service team. Typically, in the business service industry, the initial response to such growth is to recruit new members and automate systems to enhance call efficiency. However, companyopted for a unique approach to address this challenge by establishing an informal customer service team comprising existing employees from all levels. Through a well-structured and expedited training program, all employees were equipped to handle customer inquiries effectively. Remarkably, the informal customer service team successfully addressed a total of 2516 customer inquiries in 2023, achieving a commendable satisfaction score of 85.45.
- Customer service team successfully addressed a total of 2516 customer inquiries in 2023
- CSAT score reached an impressive 85.45, surpassing the national benchmark of 72 for business services in Turkey. (Comparatively, the previous year's CSAT score stood at 71.20. )
- The average number of daily replies in 2023 amounted to 10.06, marking a significant 54% increase from the previous year.
- Each employee received an average of 359.30 inquiries,
- All 2515 inquiries were promptly addressed by a dedicated team of seven employees.
Yuksekbilgili managed to get Gold Stevie in Sales Support Team of the Year – Business Services Industries in 2024 Stevie® Awards for Sales & Customer Service.
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