Since 2005, Garanti Pension has undertaken proactive customer communication efforts through outbound calls to welcome customers, provide information and encourage greater contribution. In 2015, the Company continued to use this approach in After Sales Services to improve productivity.

2015 was an important milestone for the Company in terms of using segmentation to boost productivity. Garanti Pension plans all new customer-centered initiatives in accordance with segmentation studies.

Retirement Process Project

Redefining the retirement experience, one of the most important moments on the journey to one's retired years, Garanti Pension formed a Retirement Services team. This dedicated team provides consultancy on the various options available to customers nearing retirement and delivers a unique customer service experience.

Great success in Distance Sales

The Distance Sales channel, which emerged for private pension companies after the legislative changes in 2013, is an increasingly important component in Garanti Pension and Life's business plan while the channel's scope continues to expand. The Company's Central Sales team responds to those customers who had to exit the PPS due to urgent cash needs or some other reason but who still believe in the benefits of the system, as well as applications received via the Internet or bank branches. Central Sales sells these customers plans over the phone. In 2015, the share of Distance Sales in the Company's total pension sales rose to 13%.

Customer Services and Call Center

Garanti Pension Customer Services and Call Center Unit aims to meet all of the needs of customers from the moment they join the Garanti Pension family, add value to their lives, and make customers always feel supported.

Customers can access the Call Center every day of the week and speak with expert customer service representatives for any inquiries related to their private pension and/or life insurance plans. Additionally, the Customer Services unit meticulously handles all feedback, complaints, and information and transaction requests received through all channels, promptly returns calls and resolves all problems. A special Customer Services team responds to any feedback or information and transaction requests received via social media.

On the long journey to retirement, Garanti Pension strives to deliver customer-centric, superior service through its Call Center, the initial point of contact with the Company after customers purchase a product, and the Customer Services unit, which meets all the needs of customers. In 2015, Garanti Pension reviewed all Customer Service and Call Center processes in accordance with the Company's customer-centric strategies and developed specific scripts and problem-solving guides.

Thanks to its technology focused and customer-centric approach, Garanti Pension won the "Best Call Center" award at the prestigious Turkey Call Center Awards, the most renowned, national awards program for call centers.

Garanti Pension aims to deliver a unique customer experience and achieve exceptional customer satisfaction that exceeds expectations with its Customer Services team, positioned at the heart of the customer experience. The Company won the Gold Award in the category of "Customer Service Team of the Year" and the Silver Award in the category of "Customer Service Department of the Year" at the Stevie Awards, the world's premier business awards competition.

In 2015, Garanti Pension Call Center responded to about 1.4 million calls, achieving a response rate of 97% and a service rate of 81%, as a result of operational and technological efficiency efforts. The Customer Services unit responded to about 40,000 customer queries and resolved complaints within 1.5 business days, on average.