Yapı Kredi Drives Improved Customer Service and Greater Operational Efficiency with NICE Analytics
29 Mars 2017 - 1:00PM
Business Wire
In less than a year, the leading Turkish Bank
saw unprecedented improvement in both service and performance
metrics
NICE (Nasdaq:NICE) today announced that Yapı Kredi, one
of the largest banks in Turkey, reported rapid and measurable
results from a customer insight initiative over the course of 2016.
The financial institution credits NICE analytics and quality
management solutions with driving this success, including doubling
the effectiveness of interaction evaluations and improving customer
satisfaction with Yapı Kredi’s contact center service.
Yapı Kredi has 936 branches, with 12.9 million active customers
and one of the largest credit card programs in Europe. This
customer base generates over 87 million call center interactions
annually, handled by approximately 1,500 agents at three
locations.
Yapı Kredi selected the NICE solutions to create closer
alignment between their frontline activities and overall business
goals. With the help of a highly experienced team from NICE’s local
partner 3D, Yapı Kredi implemented NICE’s Omni-channel Recording,
Quality Management and Interaction Analytics solutions, and has
already achieved positive results, including:
- An estimated 1 million fewer customer
calls in 2016 alone
- Improved operational efficiency across
all teams and departments, using dashboards customized for each
user type
- Evaluations of more than twice as many
customer interactions in any given period, as calls that need
attention are automatically alerted to team leaders. This increased
not only the speed of evaluations, but also their
effectiveness
- Regular monitoring of agents and
processes, in order to continuously provide feedback to all call
center teams. The analytics-driven insights focus and shape
training, recruiting, monitoring, coaching and workforce
management
- Two targeted coaching sessions per
month, instead of one, as a direct result of time-saving automated
call analytics
- Identification of best practices for
the most common service scenarios and processes, improving the
customer experience
- Reduced customer attrition, by
correctly identifying at-risk customers and immediately addressing
their issues
Vedat Sencer S�zer, Vice President, Yapı Kredi commented:
“The NICE solutions have quite simply transformed the way we do
business. We are now focused more on agent development, with a much
clearer picture of our customer interactions, giving us the insight
we need to make informed decisions in our daily operations. This
maximization of agent effectiveness translates directly into a
great customer experience, as well as more effective guidance for
our marketing and operation teams.”
John O’Hara, president, NICE EMEA, said: “We are very
pleased to have been instrumental in Yapı Kredi’s success in
reinventing their customer service in 2016. The bank has been very
effective in leveraging the improved visibility, deeper insights
and quality control provided by NICE solutions to drive process
changes, improve agent performance, and increase customer
satisfaction. We look forward to continued collaboration in
2017.”
About Yapı KrediAs the first national private bank of
Turkey, Yapı Kredi has set the standards for the Turkish banking
sector, introducing innovative products and services since 1944.
Koç Holding, one of Turkey’s biggest conglomerates, and UniCredit,
the largest banking group in Europe, hold equal shares in Yapı
Kredi, which is the fourth largest private bank in Turkey with more
than 19,000 employees and 12.9 million active customers. One of the
10 most valuable brands in Turkey, Yapı Kredi is a strong franchise
with an inherent culture of customer-centric banking, innovative
banking technologies, and sustainable value generation. The Bank’s
segment-based service model has earned it a leading position among
financial service providers in Turkey, particularly in card payment
systems, retail banking (including individual and SME banking),
corporate and commercial banking, private banking and wealth
management.
Yapı Kredi’s total assets reached 271.1 billion as of 2016. Yapı
Kredi delivers its service through a network consisting of 936
branches and more than 4.300 ATMs in addition to its rich-content
internet and telephone banking applications. Spearheading digital
banking in Turkey, thanks to its wide service network and value
added services to customers, Yapı Kredi maintains its pioneering
position in the Turkish banking industry. www.yapikredi.com.tr
About NICENICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. O’Hara, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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NICECorporate Media ContactErik Snider, +1 551 256
5274erik.snider@nice.comorInvestorsMarty Cohen, +1 551 256
5354, ETir@nice.comYisca Erez +972 9 775 3798, CETir@nice.com
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