Company: AssisTT, Istanbul, Turkey
Company Description: AssisTT is a leading customer experience center and subsidiary of Türk Telekom, established in 2007. With a strong focus on integrating advanced technologies and industry-specific solutions, AssisTT aims to design exceptional end-to-end customer experiences.
Nomination Category: Business Development Awards Categories
Nomination Sub Category: Business Development Achievement of the Year - All Other Industries
 Nomination Title: AssisTT supports customer engagement with seamless call center integration
- 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 203 words used.
Sikayetvar.com Customer Data
This attachment contains yearly data from Sikayetvar.com, Turkey's leading complaint site, including pre-project and post-project data.
It showcases the increase in customer satisfaction scores on Sikayetvar.com following the project implementation, supporting claims of improved customer satisfaction.
By presenting quantitative data, such as satisfaction score improvements, it provides concrete evidence of the project's impact on enhancing customer experience and reputation management.
Summary of 2023
This attachment presents call data for the year 2023, including both pre-project and post-project data.
It illustrates trends and performance metrics, such as call volumes, service level percentages, and response rates, allowing for comparisons between the periods before and after the project.
By analyzing the data presented in this attachment, we can substantiate claims related to improvements in call handling efficiency, service quality, and operational performance post-project implementation.
Project Plan for Business Development and Integration
This attachment outlines the project steps for a smooth transition, demonstrating the strategic planning and execution involved in implementing the project.
It provides a detailed roadmap of activities undertaken during the project, validating claims of a seamless transition and effective project management.
By referencing specific steps and milestones achieved, we substantiate assertions regarding the project's successful implementation and operationalization.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2021, OR written answers to the questions? (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 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 submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 221 words used.
Customer Satisfaction Improvement on Sikayetvar.com: Achieving an 84% increase in satisfaction score on Sikayetvar.com (biggest customer compliant website in Turkey) from 29 points in April and May to 53.5 points as of January 2024, indicating a significant enhancement in customer satisfaction.
Back Office Efficiency: Resolving complaints immediately, with a particular focus on providing instant solutions for cases subject to the Information Technologies and Communications Authority, thereby demonstrating proactive management and swift resolution of issues.
Reduction in Call Volume: Successfully reducing the number of calls by 76% from 4.4K to 2.5K since the inception of the project, indicating enhanced operational efficiency and streamlined processes.
Top 5 Complaint Topics Identification: Identifying and addressing the top 5 complaint topics, including late delivery, failure to reach the address, personnel behavior, lost shipment, and branch access, showcasing a proactive approach to addressing customer concerns.
Improvements in Call Handling Metrics: Demonstrating improvements in various call handling metrics, including a 25.26% decrease in comparative call volume between May and December, a 16.05% improvement in talking time efficiency, a 98.3% enhancement in response time, a 106.16% development in outbound search numbers, and a 9.70% improvement in outbound call talk time between May and December.
All these improvements also increase SüratKargo’s growth through e-commerce giants such as Trendyol and Hepsiburada.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 199 words used.
The collaboration between AssisTT and SüratKargo (Cargo), commenced on May2023, marked a pivotal moment in the business development strategy of both entities. With AssisTT assuming responsibility for SüratKargo's call center, CRM, and data center operations, a new era of streamlined processes and enhanced customer engagement unfolded.
Before this transition, SüratKargo's operations relied on 50 call center assistants to manage their customer interactions. With AssisTT's seamless integration into the system, customers experienced a smooth transition, ensuring uninterrupted service delivery and maintaining high-quality standards.
Central to the collaboration was AssisTT's commitment to elevating the customer experience and managing end-to-end processes.
As demand surged, particularly from e-commerce giants such as Trendyol and Hepsiburada, AssisTT swiftly adapted, expanding its team to 88 employees to effectively handle the increased business volume. This strategic response demonstrated a keen understanding of market dynamics and a proactive approach to business development.
The project's success is underscored by tangible outcomes, including a significant uptick in customer satisfaction levels and a notable increase in business volume from key clients. This success is further validated by the seamless integration of services, proactive management of customer complaints through daily reports, and the implementation of dashboard screens for monitoring performance metrics effectively.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 237 words used.
Enhanced Customer Experience: A substantial increase in customer satisfaction score indicates that customers perceive an improvement in the quality of service provided by AssisTT. This translates to a more positive experience for customers interacting with SüratKargo's call center, CRM, and data center processes.
Positive Reputation Management: Sikayetvar.com is a prominent platform where customers can voice their grievances publicly. Achieving a notable increase in satisfaction score on this platform reflects positively on SüratKargo's reputation. It demonstrates to potential customers and stakeholders that the company is responsive to feedback and committed to addressing customer concerns effectively.
Customer Loyalty and Retention: Higher satisfaction levels are often correlated with increased customer loyalty and retention. By improving satisfaction on Sikayetvar.com, AssisTT is likely fostering stronger relationships with existing customers, encouraging repeat business, and reducing customer churn rates.
Competitive Advantage: In industries where customer service plays a crucial role, such as logistics and e-commerce, maintaining high levels of customer satisfaction can serve as a significant competitive advantage. By outperforming competitors in terms of customer satisfaction, Sürat Kargo and AssisTT may attract new customers and gain market share.
Goal Alignment and Progress Tracking: Setting a goal to reach a satisfaction score of 70+ for 2024 demonstrates a commitment to continuous improvement and provides a clear benchmark for measuring progress. This goal-setting approach helps align the team's efforts and ensures that resources are directed towards initiatives aimed at further enhancing customer satisfaction levels.
| Attachments/Videos/Links: |
|---|
|
