Fenerbahçe

Client:

Fenerbahce

Category:

BPO, CPM

Technology:

Qua Services

Language:

Turkish

Languages serve

Who is Fenerbahce?

Founded in 1907 as a sports club Fenerbahce is one of the most successful and popular sports clubs in football history of Turkey.

Our aim

Our aim was to work with Fenerbahce to improve the quality and consistency of their communications with their supporters. We aimed to improve the loyalty of the fans by improving their experience when dealing with the contact centre, focusing on a proactive, customer satisfaction-based process.

What did we do?

Customer representatives were tested monthly, in order to increase the quality of communication. The training was organised according to measurable exam standards.
A customised dashboard screen was designed to provide instant service level tracking.
Reports of incoming calls were measured on a daily, monthly and annual basis.
We used data to forecast demand on the service, allowing us the calculate the correct number of representatives required at any given time to meet service levels.
Customer representatives were rewarded based on customer satisfaction.
On special days such as Fenerbahce Women’s Day and Fenerbahce’s Day, a message from the club president was delivered to thousands of fans via the automatic call system.

What has been achieved?

Customer satisfaction rates increased by outbound calls.
Team managers are able to easily monitor the performance of their employees and area for process improvement
Customer experience levels have improved day by day.
Customer representatives’ bonuses are distributed more fairly, based on real data.
The motivation and loyalty of customer representatives have increased.