Our Improvements

Our Improvements

It is our primary aim to provide the best service to our customers with our service assurance before and after sales. We interpret complaints from our customers as the most important feedback in terms of improving our services. As a result of the analysis of the demands, suggestions and complaints;

  • In order to enable our Private Pension System (PPS) customers to benefit from the product they have more effectively, an account statement sheet, fund bulletin and market ideas are sent by e-mail for the issues they need to pay attention to during their stay in the system.
  • By leading the way in the sector, in line with our customers' risk perceptions, every three months, we recommend the most appropriate fund allocation according to current money markets, financial analysis, historical data and expert opinion with evaluating current market conditions with FonPro application. In order to easily guide our customers' investments and increase the return on their savings, we also offer FonPro application on mobile, which will help them decide which fund they will buy and sell. Our fund information line also provides services in English in order to assist our foreign customers in regards to all their fund information and transaction requests.
  • Within the scope of FonPro, we have made portfolio performance analysis available to our customers through AgeSA Mobile, where they can regularly monitor their returns.
  • Our complaint resolution period is less than 2 working days on average. The average response period of our customers' demands via our “musteri@agesa.com.tr” e-mail address is 3 hours. We are the first pension company in Turkey with Whatsapp “Official Business App” confirmation.
  • "Stevie Awards", which awards globally recognized successful organizations and executives
  • We were awarded the Bronze Medal in the Best Insurance Company category, Silver in the Achievement in Customer Experience category and Silver in the Best Customer Service Department category.
  • Upon the resolution of the complaints, we determine the satisfaction of our customers with survey calls, comprising questions regarding our company and the interview in order for the better evaluation of the quality of the service we provide and the experiences of our customers, and to bring customer satisfaction to the utmost level.
  • We made a significant contribution to our goal of "Creating a Unique Customer Experience at the Call Center" with our Bi'İyiLig Yap project, in which we award points to our customer representatives who manage the call for every beautiful word and expression we hear from our customers who call our call center with the Speech Analytics application, and the customer representatives and the team who collect the most points at the end of the competition are rewarded. And with our Bi’İyiLig project;
    • Gold in the Innovative Customer Interaction and Experience category at Smart-i Awards,
    • We were awarded the Silver prize in the Sound Technologies category at the Sardis Awards.
  • AgeSA received the Diamond Award in the "Customer Experience Management" category at the 8th A.C.E. Awards organized by Şikayetvar.
  • By analyzing the journeys of our customers in sales and after-sales service processes in detail, we came up with action plans using innovative technologies with the aim of improving customer experience and increasing satisfaction thereof.
  • We implemented the "New Generation Call Centre Project", which aims to meet the information and transaction demands of our customers at the first point of contact and create an ideal customer experience at the Call Centre.
  • We launched the CEP system, which provides instant notification to our customers, in order to prevent the cancellation of products and loss of rights in case our customers are not paid their premium unintentionally (credit card limit insufficiency, account change, expiration of credit card usage period, etc.).
  • Finally, on October 12, we launched our service channel for our hearing- impaired customers to communicate in sign language, which they can access very easily through our mobile application. With this application, which is an important need especially for our hearing impaired customers, 30 of our customers have received service from us by making 55 calls since the first day we started to offer this beautiful service, which is a first in the sector. We continue to make a difference as AgeSA with this beautiful service.
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