Employee

Centricity @

Turkcell Global Bilgi

10.09.2013 Tuğçe Başlıgil

Medalist swimmer Amateur acting

10

Tuğçe?

Our Customer Centric Culture

Why Employee Centricity is vital for us

Some of our Employee Centric Practices

Impact on our Business

Today

Customer Centricity

Customer 2.0

…

SIMPLICITY & CARE I put forward simplicity, I do not tire the customer

I care for the emotions of the customer, I show Turkcell hospitality at every opportunity

TRUST I speak in my customer’s language

I do what I say, I say what I do

I ensure continuity in my commitments

I design and manage what my customer experiences from his point of view

Employee Centricity

%80

Our employees…

GAMIFICATION

INVOLVEMENT

SOCIALIZATION

Design criterias

Employee Centric Practices in 4 dimentions

Win &

Win

Learn &

Level-Up

Part of

Execution

Socialize &

Feel Good

MY JOB

Win & Win EarnMatic

«Carry your income to the top level»

Win & Win

Where shall we go this year?

Win & Win

Learn & Level-Up

Learn & Level-Up

Call Center Simulation E-Learning

Part of Execution

Night Bazaar

Our Voice Our Ambassadors

960 New ideas 62 new ideas in

the process 2 excepted

Tip Turkcell Innovation Platform

Part of Execution

Socialize & Feel Good

28000 Activities Satisfaction Score: 92

Socialize & Feel Good

Family Call Letter Day

Business Results

Turkey’s «the most job application

receiving company»

Best Call Center In the World Award

Employee Satisfaction Score

70

Employer of the Year Award in Europe

Highly Commanded Call Center of Europe Award

Thanks.

tugce.basligil@global-bilgi.com.tr