TELEPHONE BRANCH
The Telephone Branch is another instant
banking channel of İşbank, offering 24/7
uninterrupted service.
The priority goal for the Telephone Branch
in 2012 was to ensure improved access
and quality in the services provided. New
technical facilities and cost advantages
were offered to the customers during the
reporting period.
An improved feature of the Telephone
Branch is a capability that enables setting
card and customer PINs via the Interactive
Voice Response systemwithout being
required to go through the Call Center agent.
Another project realized in 2012, Live Help
application, was launched. This allows
İşbank customers to exchange written
messages with customer representatives
via the web site,
.
MOBILE BANKING
İşbank also sustains its competitive edge
through its mobile banking applications.
Having enriched the functionality of its
mobile channels with new transactions, and
further enhanced customer experience in
2012, İşbank launched the İşCep developed
specifically for Android-powered telephones
in April 2012.
The İşPad application developed for tablet
computers was redesigned to make it
compatible with Macintosh computers, as
well. Representing a first in Turkey, this
application has a distinct position among
the few similar financial applications across
the world.
In a period of heightened competition in
the sector, İşbank bolstered its position in
the mobile banking business line. Based on
the statistics for December 2012 published
by the Banks Association of Turkey (in
Turkish: TBB), İşbank users carried out 31%
of all mobile banking financial transactions
performed. The number of phone brands
and models supported by the İşCep
application topped 1,400, and the channel
share in mobile banking controlled within
all channels, climbed to 4.35% in December
2012 from 2.21% at year-end 2011 to, a
significant year-on growth of 97%.
11,000 NEW CUSTOMERS ACQUIRED
THROUGH INSTANT CUSTOMER
IMPLEMENTATION
Under the Instant Customer implementation
targeted to acquisition of new customers
through alternative distribution channels,
İşbank added 11,000 new customers to its
portfolio. Initiatives aimed at galvanizing the
Bank’s customers and encouraging channel
use were also carried out within the scope
of the same implementation.
CUSTOMER EXPERIENCE SUPPORTED
BY EFFICIENT REQUEST AND
COMPLAINT HANDLING
There were ongoing efforts in 2012 to
ensure efficient customer request and
complaint resolution, while data collection
continued; this will be used to facilitate
improvements to İşbank’s products and
services based on customer feedback and
requests.
Within the framework of action plans
directed towards enhancing customer
satisfaction, improvement was achieved
in response time. The callback time was
down to 2.35 business days at end-2012
from 2.63 business days, representing an
11% enhancement. The number of records
responded increased by 4% during the
same period.
İŞBANK AND ITS ACTIVITIES IN 2012
İŞBANK ALSO SUSTAINS
ITS COMPETITIVE EDGE
THROUGH ITS MOBILE
BANKING APPLICATIONS.
54
İŞBANK
ANNUAL REPORT 2012
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