Case Study: Why listening to staff makes a better customer experience

Global Bilgi has been the leader of Turkish contact centre sector since 1999. It employs over 4,500 staff and is headquartered in Istanbul.

With a deep expertise in the telecom, public, media and retail sectors, Global Bilgi positions itself as “the leader customer relationship management centre”.  The company has led the development of the call centre market in Turkey and transformed it into contact centres able to manage customer interaction through all communication channels.

Golbal Bilgi’s employee engagement score, measured by an international research company, was 83% in 2010 which is 12% above the Turkish average of 74%. The company has an internal promotion rate of 87%, which means that 9 of 10 managerial vacancies are fulfilled with their own talent.

The company also drastically decreased their voluntary turnover ratio from 19% in 2008 to 14% in 2010 as well as creating new employment opportunities both locally and internationally.

Global Bilgi was voted Turkey’s best employer of Turkey in 2010 by the most popular career portal of Turkey.

Global Bilgi CEO Bahadır Pekkan comments: “We offer our employees the chance to choose their own benefits package by our flexible benefits management program.  Every year our employees have the chance to configure their benefits package from the options of health insurance, life insurance, additional annual leaves, pension fees and gift vouchers using a self service online portal.  This program significantly increased employee awareness of our benefit package.”