QNB Finansbank - Customer Service Complaints Team of the Year

Company: QNB Finansbank, Istanbul, Turkey
Company Description: QNB Finansbank is one of the biggest private banks in Turkey with over 10 million customers and 466 branches. Our vision is being the architect of all individual and commercial financial plans that will catalyze Turkey’s success. In the light of that vision we aim to build up life-long partnership through understanding customer’s needs, finding right solutions and maximizing customer satisfaction.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - Financial Services Industries

Nomination Title: QNB Finansbank - We are all Ears - Customer Service Complaints Team

QNB Finansbank Contact Center is comprised of 800 agents, answering 9 million inbound calls and 3 million chats annually in 3 different locations.

«We are All Ears» is the dedicated complaint handling team consist of 60 authorized and empowered experts, 5 team leaders and 2 managers located in Istanbul and Erzurum City. Actually, since the beginning of the pandemic, they have been working from all over Turkey, working from home.

We offer our customers the channels where they can easily convey their requests and complaints by call, email, chat, social media or our website. In “We are All Ears” team all the complaints are perceived as presents that would develop us. Building a customer centric culture and commitment to customer experience is the significant driver of our success. In all of our dialogues, we first listen and try to understand what is needed. Constantly develop ourselves, our colleagues, the customer experience.

We “Put the Customer First” and aim to resolve the claims and complaints on the first call. If an issue can’t be resolved during the call, an incident record is created and we work as one with other departments to resolve.After that, the customer is informed via SMS/PN/call

We have in recent years significantly increased the customer satisfaction scores and service levels as a result of well-trained, motivated employees, best use of technology and well-designed processes. The result was a striking increase in the reputation of the “We are All Ears” team. These improvements to customer and employee capabilities have contributed to our success.

-89% of the issues resolved by FCR. Increased by 5% compared to the end of last year.
-Call volume decreased by 9% compared to previous year.
-Answered rate increased by 5% and reached to 99%
-Customer satisfaction score increased from 4.2 to 4.63 out of 5 in the last two years
-Employee satisfaction ratio reached to 96% increased by 25%
-Quality evaluation score is 94 out of 100.
-Thanks to “We are All Ears” team, NPS for the Contact Center gets above the national benchmarks and reached to 56% for calls, live chat NPS scores increased 5 points to reach 71%.

In each interaction, we provide our agents with a complete view of our customers so we make each interaction personalized and efficient. We focus on improving the maturity of our business processes and design them based on listening to our customers and employees.

With speech analytics, customer interactions are automatically analysed and customers with the churn risk are identified and we make call backs to recover. Root cause analysis of the complaints is performed in the Incident Management System and we take corrective actions and influence future interactions.

Engaging and utilizing agents in customer experience has been critical to improving the maturity of the business processes and improving the customer and employee experiences. “Agent Club” is our platform to share ideas for solving customer and employee challenges. We shareideas focusing on increasing efficiency, root cause analysis and reducing call volumes. We also provide opportunities for agents to participate in meetings and projects to identify the pain points in customer experience and improve efficiency.

Some improvements from Agent Club platform;

- Notifying customers via SMS/PN messages
- Eliminating needless transfers between agents
- The causesof repetitive calls

We also build an Agent Loyalty Program (ALP), in which successful and loyal agents get rewarded with extra salary, two times a year and also with the incentive program agents get rewarded according to their customer satisfaction score, quality, adherence and first contact resolution(FCR) scores monthly.

As a ritual each month motivational meetingsand celebrations are organized to get people together.

Please find the attached presentation explaining the "We All Ears" team.

It is very important for us being rewarded in such a fair, successful and unbiased worldwide contest, in terms of showing our employees and our customers that we are the best.

We would kindly ask for acceptance to demonstrate our desire.

Yours sincerely,