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.
  • AgeSA, protecting customers’ future, launches the new online shopping site Bi’dolu, a new customer loyalty platform dedicated to AgeSA customers in order to stand by them in the present.
  • 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.
  • We received 2 bronze medals in the “Customer Support Center of the Year” and “Customer Service Team of the Year” branches to our Customer Support Center by “Stevie Awards”, which awards successful organizations and executives recognized worldwide.
  • 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 received the “Best Remote Customer Experience Award” at IMI Turkey Call Center Awards, and “Best Remote Call Center 101 – 499-seat Most Commendable Call Center” awards.
  • Satisfaction rate of our customers who send their demands through Sikayetvar.com website is 71.06 on average. In 2021, we received the Gold Award for Achievement in Customer Excellence (A.C.E) from Sikayetvar.com.
  • 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 first phase of our "Next Generation Call Center" project, which aims to meet the information and transaction demands of our customers at the first contact point and to create an ideal customer experience in the Call Center.
  • 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.).
  • We increased our communication frequencies, and provided information that will protect the benefits of our customers so as to make them feel accompanied by us.
  • During the pandemic period, we started to perform almost all transactions without documents.
SOCIAL MEDIA ACCOUNTS
Sabancı

Bu web sitesi, gerekli işlevselliği sağlamak ve online deneyimizini geliştirmek için çerezleri kullanır. Bu web sitesini kullanarak AgeSA Gizlilik Sözleşmesi'nde özetlendiği gibi, çerezlerin kullanılmasına rıza gösterirsiniz.

KABUL EDİYORUM
Kapat