DenizBank Financial Service Group - Sales Process of the Year

Company: DenizBank Financial Service Group
Company Description: As a universal bank with leading presence in all business lines, DenizBank serves customers in corporate, commercial, SME, and consumer segments offering fully integrated financial services with 14.500 employees. Owned by the biggest bank of Emirates NBD as of August 2019, again one of the leading institutions in its region.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Sales Process of the Year

Nomination Title: FASTEST and EASIEST LOAN BY PHONE

Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the nominated achievement since July 1, 2018, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words

Founded in 2000, Denizbank Contact Center receives 2.500.000 calls in monthly average. Including support teams and inbound operations we are a big family of 900 people for inbound and outbound. With 800 inbound and outbound agents our primary role is “Customer Service”. We aim to provide exceptional customer experience during each interaction at each contact. Furthermore, without sacrificing quality, we provide fast and easy access while being a major channel of sales & cross-sales of the bank; “sales” became our value –added secondary role.

Our main target is achieving excellence balance of selling and serving with exceptional “customer experience”.

With the strong support and common mind of our business lines’, we became one of the major sales channels of the bank by implementing an inbound sales program. As a multi-segmented bank we serve for SME, agricultural, retail, commercial and corporate customers; serving for a very wide range of customers brings along a wide range of products to offer. In addition to banking and credit card related products/services we sell different insurance products and personal loans.

Firstly, we have a unique organizational structure in the bank’s contact center that have a specialized team named Sales & Target Management is responsible for all sales activities in contact center.

Our technology supports us for best excellence sales processes.

With the Pro-active Contact Center design, our virtual assistant predicts the reason of the call and routes the call according to the predicted reason. The assumptions are based on the most frequently encountered demands which were detected by a series of analysis. CRM based sales proposal module is integrated with other channels, so once the offer is received on the contact center the offer will not be presented from other channels for a period of time.

When the customer connects to a live agent, all sales proposals are made through our CRM based sales proposal module. The module has an alert mechanism; a pop-up is shown to the agent according to the product ownership, segment and tendency of the customer and contact center conditions (call volume and service level). The offers are listed and so the agent doesn’t have to choose which product to offer.

With call blending, we are able to deliver both inbound and outbound calls precisely to the agent.

Contact centers look like a cost center, but with the sales in inbound and outbound calls, we bring net profit.

We have a great project about loan via Contact Center. In just 7 minutes we finish all the processes on the phone. When a customer calls us, online CRM analysis and create a loan limit for that customer. Our agent offers to customers that credit limit on the phone and if the customer accepts our offer with all insurance and commissions, we can make customer use that credit online. All process ends on the phone. With this process, Installment Loans from CC reached to 200 million USD in 2019. We don’t just offer this process in inbound. In the outbound calls, we reached 250 billion USD volume as well. We created a very valuable channel for the bank and our customers. So our customers can make money while they are at home in just 7 minutes. Easy, innovative and quick processes make value with the great experience.

The results are;

-Continue to position our Call Center as a best-in-class service and effective sales channel.
-Number of yearly sales increased % 156 for loan.
-25% of total sales are coming from with Proactive IVR
-Personal and installment loans reached to highest volume with $450 million via CC(inbound &outbound)
-Monthly sales profit is 3 times of monthly contact center cost.
-Total sales number reached to 2.5 million