Netsis Call Center

Netsis Call Center

“Call Center” is an important concept not only for Netsis but for all companies. As a concept, a call center is the place where all communication takes place with the people or the agencies in contact and also is an interaction center including software, hardware, human resources and flowcharts.

The last quarter of 2008 showed us that the year of 2009 will be a hard year. The end of 2008 and the year of 2009 will force the enterprise to boost their productivity. During this period it will be profitable for the enterprise to give importance to the healing projects to get rid of unproductiveness in their production processes.

NETSIS Support Call Center Manager Tolga GÖREN speaks:

- Mr. Gören, for how many years do you work for NETSIS, and can you tell us yourself and your career in Netsis?

- I work for Netsis since 1997. I began to work as a support specialist in Project Services Department. After 2 years, I continued to work as a business associates support specialist in Sales Department. Later I began to work only for Sales Department as a Corporate Sales Specialist. At the year 2003, I returned back to the Project Services Department as the Call Center Manager. Beginning with the June-2008., together with the Call Center Manager, I am also responsible for the Contract Sales in Turkey.

- Can you describe the profile of Netsis Call Center?

- Netsis Call Center is reconstructed at the end of 2003 to the level of Professional Call Centers having their infrastructure. Our Call Center gives services on 7/24 hour basis to our certified associates and to the customers having call center support package. We began to give service on Voip in May of 2008. We plan to use more tools in the near future by using the possibilities of this service.

- For how many years your call center gives service in Netsis Organization and what is the importance of such a center?

- It is obvious that a “Call Center” is an important center not only for Netsis but for all companies. As a concept, a call center is the place where communication takes place with the people or the agencies in contact and also is an interaction center including software, hardware, human resources and flowcharts. It is the general ‘umbrella’ name used for the units including reservation center, help desk, information lines and customer relations. They are the centers where intense phone communication takes place. The term Call Center is not a term for a place where intense phone traffic takes place but also gives service on e-mail, fax, sms, online chat services. So these kinds of centers are also called like Contact Center, Customer Contact Center and Customer Interaction Platform. However the term Call Center is a powerful ‘umbrella’ name for all these kind of communication lines. As a result, a Call Center is a must place for a company and it is not a cost center but proven to be an income center.

- Where does your department works and what kind of devices they use?

- Our Call Center works in TechnoPark in Izmir Institute of Technology. In our call center, we use software developed by our company and a foreign origin Voip based Call Center Software i.e. ‘Televantage’. This program is works interactively with a SYS developed IVR (Interactive Voice Response) system.

- How do you select your Call Center personnel, what is your criterium?

- Our call center has an important feature not known from outside as is in many Call Centers. We use it is a capability pool. In this center we all know about the processes in Netsis and all the products of it. So any call center personnel is also capable of working in any other department of the company if it is needed. To achieve this, we are careful to select the right people for the call center. Our Human Resources Department very accurately selects the right people considering he/she is permanent in the job. We work with the people who want to work permanently and having willingness to work in this sector. At the beginning, basic set of technical training is provided then we provide special call center training on

§ Call response

§ Problem solution

§ Customer focused service

§ Stress free living

- What are the delightful aspects of your job, how do you motivate your personnel?

- There is a reality of being face to face with customer continuously in our job. So if you solve the problem of any customer, this is a very delightful thing. If you cannot grab this correctly, it is very hard to work in this job. Another motivation resource is the family type connection between our workers. If anyone has a problem, this is the problem of all departments.

- What are the performance criterium of your department? Can you tell us your performance periods and the healing activities of your department?

- There are some performance criterium of call centers. Taking into consideration of these criterium, we also have some other job specific measurements. The most important one is the service level measurement. This is the measurement of call response performance measuring the level of x% responses in y seconds. It is obvious that this kind of a measurement is not enough to show the service quality of a call center. Another performance measurement of ours is ‘The percentage of open jobs’. This is traced by the result of a call marked with ‘OK’ or ‘NotOK’. The last performance criterium is ‘Average speech period’. It is traced by monthly service period >= 85%, open call <= 5%, period of response is lesser than average response period. Out of these measurements, daily, weekly, monthly, quarterly out of response calls, in how many communications a solution is provided type of measurements are also made. By evaluating weekly results, next week’s extra capacity planning is made.

- Netsis Solution Providers and Authorized Dealers also provide call center services. What are your suggestions for these kinds of centers?

- This year we developed a special Insource named project in april-august period. With this project, we called the Netsis approved support specialist to our Call Center and have them worked in our Center. So we shared our experience. I suggest to our associates who have a call center, to have their personnel rotate between the call center and the field. Also they must trace the open jobs and use the results as performance criteria.

- As a result, with the coming new year we are in a tiring period. What are your suggestions to Netsis users?

- The last quarter of 2008 showed us that 2009 will be a hard year. The end of 2008 and the year of 2009 will force the enterprise to boost their productivity. During this period it will be profitable for the enterprise to give importance to the healing projects to get rid of unproductiveness in their production processes. So we will continue to provide solutions to our associates and customers to increase their productivity. To get the maximum profit from these solutions, they should get our version guaranteed packages decreasing their cost of having these applications and they also should be in contact with our associates who have certified and advisory personnel.

- Thank you Mr. GÖREN.

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