In December 2003, Global Bilgi initiated its transition from call center to a contact management center by uniting channels under umbrella of of Global 7/24. This was done within the context of within the context of Turkcell’s CRM project “Journey with the Customer” and in line with its strategy to offer integrated service to the customers on all contact points.

Following this initial stage, it has diversified its services by establishing self-service channels, interactive voice response, sales and face-to-face technical services. Global Bilgi is now a fully-fledged Customer Interaction Center capable of providing all the above services.

Turkcell Customer Relations Management Center expert customer representatives provides service 7/24 in three locations, Halkalı, İzmir and Boğaziçi, dealing with over four million calls per month. The customers call to get information about Turkcell Product Services, complete subscription transactions, make suggestions and lodge complaints about the lines and products they use.

Customer Solutions Center handles 80,000 complaints per month and aims to offer solutions on the first call by replying within 20 seconds.

The Turkcell Income Generation and Maintenance Group reaches its customers via external calls to build customer loyalty and satisfaction. The members of the group with sales training and strong persuasive skills sell special packages with phone promotions, make a welcome call to new subscribers and make calls periodically to inform the customers about campaigns.

The self-service channel management enables users to complete their simple subscription transactions with ease. Turkcell encourages the use of self service channels facilitating the use of CSI, WAP, Web, DTV and IVR. These channels are seen as a key to personalization of services. The system offers cost effective solutions whilst freeing up time for call center representatives to perform the complex, value-added transactions requiring expertise.

Turkcell has almost doubled the number of transactions served through channels, such as WAP and SMS. By the end of 2003, 212 types of transactions had been conducted through IVR, the Turkcell Online Transaction Center for Corporate and Individual Customers, the Online WAP Transaction Center, Channel 532 and Kiosk. In 2004, over a period of one year time, the types of transactions considerably increased to 330. In addition, SMS Channel and USSD Channel were configured for self-service in 2004 and 2005 respectively. The diversity of transactions was reflected in an increase in the number of unique customers rising from 919,000 to 1,402,000 in 2004. The rapid growth in the number of customers was not at the expense of quality of self-service. Moreover, self-service channels increased customer satisfaction. These newly introduced self-service transactions contributed to Turkcell’s image as a “technology pioneer”.

The Planning & Reporting Group prepares post-operation reports comprising comments of end customers which outline the needs of corporate clients. The reports, which are shared with clients, provide concrete data on the demands and suggestions of users.

Scalable high technological infrastructure at multi locations with a capacity to develop applications allows Turkcell operations to be carried out over nine channels. High-quality, seamless services are delivered to the customers of Turkcell thanks to its high technology infrastructure, flexibility and industrial experience. Services include:

• Customer visits by specialized teams;
• External calls as a part of campaign management;
• Dealer lines exclusively for Turkcell Dealers;
• 132 Caller ID Service;
• Roaming information for customers coming to Turkey;
• Post-paid by installment - ATS;
• Shubuo customer services;
• First Class ( Business Class);
• Customer data updating;
• Telesales;
• Tele-payment;
• Complaint and Information Management;
• VAS informing about devices and their advantages;
• E-mail replying;
• DTV532, SMS, Web, WAP, kiosk, USSD;
• IVR
• Surveying over external calls

Castrol, as lubricant manufacturer has been holding its leading position in global market for more than a century. It has been collaborating with leading companies from automotive and machinery industries. It continues to offer premium products and services.

Castrol assures quality in its products. Obtaining ISO 9002 certification, Castrol lubricants are recommended for the needs of vehicles by leading automobile manufacturers.

Castrol with the best blending and filling facilities offers more than 100 products ranging from automotive and industrial products, hydraulic fluids, grease to antifreeze.

Castrol gives importance to the environment and offers environment friendly products.

Castrol and BP collaborate with Global Bilgi. Within this collaboration, Global Bilgi provides 7/24 call center services for fuel oil, lubricants, commercial and industrial lubricants of BP and Castrol. Global Bilgi directs complaints and demands of customers to the pertinent units, informs about the campaigns, conducts telemarketing and make calls for customer satisfaction surveys. BP call center delivers services between 09:00 and 18:00 every day via following numbers:

• + 90 212 473 27 27
• + 90 800 261 19 49
• + 90 532 755 27 27