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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
