Kuzey Kibris Turkcell Provides 3 Million and 150 Thousand Minutes of Customer Service Utilizing Defn
Kuzey Kibris Turkcell Serves 190,000 Unique Subscribers Through its Call Center
Istanbul, Turkey – March 23, 2015 – Defne (www.defne.com.tr), a leading provider of telecom solutions, software products and services for communications networks, is pleased to announce the successful results of call center operations of Kuzey Kibris Turkcell, a subsidiary of Turkcell in Northern Cyprus, utilizing Defne’s Call Center (Interactive Voice Response-IVR) solution. Defne’s Call Center Solution was deployed in Kuzey Kibris Turkcell network 2 years ago and has been upgraded in 2014. In the same year, Kuzey Kibris Turkcell provided 3 million and 150 thousand minutes of service through 1.4 million calls supporting a total of 190 thousand unique subscribers. This success of Kuzey Kibris Turkcell is also a testimonial for Defne’s innovative services, technological expertise and exceptional customer services.
After complete renovation of its call center and IVR systems through cooperation with Defne, Kuzey Kibris Turkcell is now able to offer its subscribers the ability to complete a variety of transactions via their mobile phone for free.
In the information he provided, Umut Hocanin, Senior VAS and Infrastructure Management Specialist at Kuzey Kibris Turkcell, said, “Without having to leave their locations, our subscribers are now able to complete a variety of their transactions for free through Defne’s IVR system. Through the self-service feature, our subscribers can easily purchase new tariff plans, data packages and services, or make changes to existing ones.” Hocanin also added that the customizable menu structure makes the IVR system very easy-to-use, and that they are able to provide services in three different languages; Turkish, English and Russian.
The main goal of the Call Center (IVR) solution provided by Defne is to improve the communications life style of subscribers by saving time spent on support services. Kuzey Kibris Turkcell customer support center was completely renovated in 2013 with Defne’s Call Center (IVR) solution. In 2014, the center was upgraded with the ‘Mini IVR System’ to allow subscribers direct access to the most frequently used customer services. With this addition, Kuzey Kibris Turkcell is able to lower its operational expenses while at the same time eliminating any loss of calls and increasing customer satisfaction.
Ali Gurler, Head of ICT at Kuzey Kibris Turkcell commented that they already saw the positive results and return on their investment in the IVR and call center solutions. “To increase customer satisfaction and loyalty, we place a lot of importance on providing fast, flexible and reliable services to our subscribers. The 3 million 150 thousand minutes of service we successfully supported in 2014 is an indication of how correct and valuable our call center investment has been,” said Gurler.
“We are proud to see the positive results of our collaboration with Kuzey Kibris Turkcell. Since the first day of its foundation, Defne has been a company that specialized in mobile value added services (VAS), IVR and call center solutions,” said Oguz Haliloglu, CEO at Defne. “We give great importance to the user experience. As we did in the Kuzey Kibris Turkcell case, we constantly improve our products according to the market conditions and dynamics with the feedback we receive from our customers.”
With Defne’s call center and IVR system now deployed in its call center, Kuzey Kibris Turkcell subscribers are now able to complete a variety of transactions on their mobile phones without the need for a live agent. Some of the supported self-service transactions can be listed as: Invoice and Current Balance information access, Invoice Verification Service subscription, Package Upgrade or Cancellation, access to PUK information, Heryone Tariff Plan, changes to Gold and Platinum Tariffs, Credit Transfer, purchasing a 10.000 SMS Package, Package for Turkey and Global, International Roaming Package, Turkey Roaming Package, Nar Package, subscription start for Tourist Package, Internet Package subscription for Mobile and PC, and starting Facebook Package. When and as needed, new services can be added to system easily and quickly based on Kuzey Kibris Turkcell’s requirements.