Company: DenizBank, Istanbul, Turkey
Company Division/Group: DenizBank Contact Center
Company Description: DenizBank serves customers in corporate, commercial, SME, and consumer segments offering fully integrated financial services. Owned by the biggest bank of Russia, Sberbank; DenizBank acquired the consumer banking portfolio of Citibank Turkey in 2013. As Contact Center, our primary role is “Customer Service”. While providing exceptional customer service, we are one of the major sales channels of th
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Financial Services

Nomination Title: DenizBank

Tell the story about what this nominated department achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

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In the third quarter of 2012 we decided to start a project named “Phoneix” to create value at customer & employee satisfaction, quality, profitability and innovation. In order to minimize the risks this change may bring and truly analyze the outcomes, the project is carried on in BPR logic.

Area of developments was identified after benchmarks and analysis. People to take part in were decided, performance targets were set, new financial model was developed. Road map, assessment and evaluation criterias are determined. In order to observe the effects, agents are also included in the workgroups.

As a result of this extensive study Denizbank Contact Center;
-became fully integrated with different channels such as mobile applications, ATM and web.

-build a strong CRM substructure and campaign management system,

-became more efficient using advanced WFM tools, employing universal agents and using call blending. There is no separate outbound team now, every agent serves both in&outbound

-initiated innovative applications such as Pro-Active contact center. Pro-Active IVR guesses customer’s needs and provide solution before customer requests

-designed a dynamic IVR. Menu sequence changes according to the product ownership and the propensity. When we identify the customer from caller ID, four digit PIN is sufficient for authentication.

-started giving tailor made services for different segments and remote relationship management for affluent customers.

-gathered different functions on one single application

-started to use speech analytics and screen capture in order to make quality evaluation more efficient and fast.

-changed the incentive system for employees and formed a department named Sales & Target Management. This team manages sales & KPI’s also design campaigns. Well trained sales coaches in this team guides team leaders and agents to increase their performance.

-gave particular importance to employee satisfaction and developed new programs for personal development of agents.

In 2013, our success in establishing corporate culture was crowned at Call Center Week Awards in Las Vegas “Greatest Job Creating a Culture that Inspires World-Class Excellence” Award. Again in 2013, DenizBank Call Center was awarded with “The Most Innovative Customer Service of the Year” prize at the ICMI European Call Centre Awards in London for its innovative practices and unique customer experience.

Finally in 2014 DenizBank Contact Center received the Stevie International Business Award for Customer Service Department of the Year; Best Team Leader and Most Creative Call Center Practice awards in 9. Turkey Call Center Awards.

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