Our primary goal is to always provide the best service to our customers with our pre-sale and after-sale service guarantee. We consider complaints from our customers as the most important feedback in terms of improving our services. As a result of the analysis of requests, suggestions and complaints;
- In order to ensure that our BES customers benefit more effectively from the product they own, account notification table, fund bulletin, market ideas are sent by e-mail for the issues they need to pay attention to during their time in the system.
- Our average complaint resolution time is less than 2 business days. Our average response time for the requests sent by our customers via our e-mail address “musteri@agesa.com.tr” is 3 hours. We are the leading retirement company in Turkey with Whatsapp “Official Business App” approval.
- Bronze in the Best Insurance Company category of the Stevie Awards, which rewards successful organizations and managers accepted in the world, Silver in the Success Effect of Outsourcing Cooperation on Customer Experience category, and the most praiseworthy award in the Best Customer Experience category in the IMI – Turkey Call Centers 2024 competition.
- In order to better measure the quality of the service we provide and the experiences experienced by our customers, and to maximize customer satisfaction, we determine their satisfaction with survey calls that include questions about our company and the interview conducted after complaint resolutions.
- With the Speech Analytics application, we gave points to our customer representatives who manage the interview for every nice word and expression we hear from our customers calling our call center, and the customer representatives and teams who collect the most points at the end of the competition were rewarded. We made a significant contribution to our goal of “Creating a Unique Customer Experience in the Call Center” with our Bi’İyiLig Yap project. And with our Bi’İyiLig Yap project;
In order to provide better service to our customers, we continue our customer-focused cultural transformation project, which we started in 2023, in 2024. We included the Customer-focused cultural transformation program in our new job initiation trainings. In this way, all of our Call Center Customer representatives will have completed their training before starting to answer calls.
By analyzing our customers' journeys in sales and after-sales service processes in detail, we created action plans using innovative technologies with the aim of improving customer experience and increasing satisfaction.
- In order to prevent the cancellation of products and loss of rights in case of involuntary non-collection (credit card limit insufficiency, account change, credit card expiration, etc.), the CEP system that provides instant notification to our customers has been put into operation.
- On October 12, we launched our service channel where our hearing impaired customers can easily access our mobile application and communicate with sign language. With this beautiful service, which is an important need and a first in the sector especially for our hearing impaired customers, we served an average of 35 hearing impaired customers per month and over 300 hearing impaired customers per year in 2024. As AgeSA, we continue to make a difference.
