Thanks to the importance it attaches to communication with its members, OYAK is constantly expanding its internet use area, keeping a close view on technological developments to ensure “effective access-high
satisfaction”. In 2011, OYAK’s website (homepage) received 9 million hits while individual accounts were accessed through Online Membership Services more than 5 million times.
OYAK Voice Response System entered operation in 2005 OYAK switched to digital lines in order to ensure that its members are able to access information in a trouble-free way 24 hours a day. Accordingly, the Alo-OYAK phone answering system was shut down and replaced by the high- tech OYAK Interactive Voice Response System, which was put in operation in January 2005.
In line with technological developments, the necessary infrastructure was established for the rapid and free-of- charge transfer of all member calls coming from the Land Forces Command, Air Forces Command, Naval Forces Command, Gendarmerie General Command and the Coast Guard Command. With this system, all calls are transferred to OYAK over the General Staff Line via 30 lines and at a speed of 2 MB/s.
In line with the agreement entered into with mobile phone operators in January 2007, members are given the option to reach OYAK economically through mobile lines.
The CTI (Computer Telephony Integration) system, one of the most important components of any effective and large call center, entered in operation in 2008, thus allowing members to reach their personal information rapidly and without interruption, 24 hours a day, by entering their membership number.
Operating under the Membership Services Department,
the OYAK Call Center integrates human, telephony and computer systems in the best manner, where OYAK performs fast and effective communication with its members under a member-oriented approach.
As part of this system, the password query system was put in operation in August 2011 in addition to the requirement for users to enter their membership number, in order to ensure the security of the information of OYAK members.
All member-related service and communication activities are
conducted by the OYAK Membership Services Department
within the framework of OYAK’s Quality Management System principles. In addition to carrying out all activities related to member communication and services, OYAK systematically undertakes efforts to further develop the services it provides to its members and increase both their quality and their effectiveness.
With the importance it attaches to membership communication, OYAK keeps a close view of the technological developments on the axis of “effective access- high satisfaction” and takes measures that will simplify use of all of its communication channels by its members.
In 2011, a total of 10,877,564 contacts were established with members through OYAK Call Center, as well as through all effective communication channels, including the OYAK Website, the OYAK Voice Response System, face-to-face contact, mail, fax, e-mail, the wish and request box for members, announcements, magazines and press releases. OYAK believes in the importance of secure and interactive communication in ensuring sustainable service quality and customer satisfaction
Protecting its members’ benefits and satisfaction in every service it offers, OYAK will continue to offer innovative, creative, high-quality and high added value products, services and solutions with its technology-oriented business approach, highly qualified human resources and professional and transparent management approach.
Developments in membership communication
With the importance it attaches to membership communication, OYAK keeps its finger on the pulse of technological developments and increases the rate of use of its internet branch each passing day.
In 2011, the number of visits to the OYAK website’s was more than 9 million, while OYAK members made use of the website’s Online Member Services features more than 5 million times to access their personal accounts.
OYAK keeps abreast of best practices and innovations both in Turkey and abroad while seeking to deliver creative and qualified products, solutions and services with high added value. Attaching great importance to its communication with its members, OYAK believes that healthy and interactive communication plays a key role in providing sustainable service quality and member satisfaction.
The OYAK Membership Services Department: High quality, effective and fruitful
All member-related service and communication activities are
conducted by the OYAK Membership Services Department
within the framework of OYAK’s Quality Management System principles. In addition to carrying out all activities related to member communication and services, OYAK systematically undertakes efforts to further develop the services it provides to its members and increase both their quality and their effectiveness.
In its communication with members, OYAK’s avowed mission is:
• To create value both for members and for OYAK
• To determine its members’ needs through effective reporting and analysis,
• To provide the services sought by members through efficient use of resources.
• To continuously supply a fast and high-quality service through effective reporting and analysis techniques. Effective use of alternative service channels
OYAK communicates with a membership numbering more than a quarter of a million people via alternative service delivery channels as well as through face to face meetings. The alternative service delivery channels employed in OYAK’s communication with its members consist of:
OYAK Call Center
• Interactive Voice Response System
• OYAK Website
• Mail, Fax, and E-mail
• Suggestion boxes.
OYAK’s permanent target is to respond to its members’ requests as quickly and effectively as possible
In line with its approach of supplying the fastest and most effective service, OYAK registers incoming requests from members, assesses them and responds to them while also keeping statistics on all activities and reporting its findings to senior management, thus identifying areas which require improvement and assisting in the establishment of development strategies.
Members’ requests for information and their reported problems and complaints are addressed and finalized with a focus on achieving member satisfaction and adhering to targeted average response times.
Members’ requests and suggestions that could not be immediately dealt with because of their nature were resolved within the framework of the OYAK Law, the decisions of the General Assembly and other related regulations.
Continued efforts to promote OYAK’s products and services in the best possible manner in 2011
As in previous years, presentations, conferences and meetings were conducted in 2011 in order to acquaint members with OYAK’s activities and with the services that
they can take advantage of. During the meetings held at
military units and the headquarters of the Turkish Armed Forces throughout the nation, the objective is to familiarize members with the details of OYAK’s services and the pension system so that all of the decisions they take as they approach retirement are based on correct and objective information.
OYAK Information Meetings
In 2011, a total of 67 OYAK Information Meetings were organized with the cooperation between OYAK and the military for senior students in military schools and members commissioned in various army units. The first of the meetings was held in May 2011 and nearly 14,000 military students and members participated in these meetings, which were
completed by the end of December.
Questions, remarks and suggestions forwarded by members
are recorded and then evaluated by the General Directorate
before taking the necessary measures and carrying out necessary procedures. Suggestions or questions that can be immediately dealt with are settled within the shortest possible time. Efforts to improve services, as well as related requests, are brought to the General Assembly after the
approval of the Board of Directors and discussed during the
General Assembly meetings.
OYAK is undertaking efforts and is engaged in preparations to organize similar meetings in 2012 to inform members of OYAK’s operations and services.
Moreover, in 2011, a total of 37 informative meetings were held in 18 locations to inform employees of the Group companies about OYAK and its activities. More than 4,200 people (about 15% of all of the employees of the Group companies) participated in these meetings.
More than 263,000 calls were received by the OYAK Call Center in 2011, 74% of which were responded to within 15 seconds
The OYAK Call Center is of key importance in communication
between OYAK and its members. During 2011 a total of
263,012 calls were received by the center, 74% of which were responded to within the first 15 seconds.
A total of 225,986 phone calls were answered by the center immediately. The remainder was composed of messages left by callers. The Call Center returned their calls in due course. The number of members contacting the Membership
Services Department directly by telephone in 2011 was
114,272.
The OYAK website remained an intensively used communication channel with its renewed design and contents at www.oyak.com.tr
The OYAK website’s homepage reached a total of 9,218,928 hits in 2011.
OYAK members made use of the website’s Online Member Services features 5,312,035 times to access their personal accounts. There were more than 10 million clicks to access information and manage accounts.
91% of OYAK members now using personal passwords Introduced to head off possible security risks arising from internet abuse, the use of the PIN security feature continued to spread among OYAK members in 2011.
At the end of 2011, a total of 244,708 OYAK members – 39,096 of whom are Pension System members – had
received their personal passwords.
The fact that 91% of OYAK members are now managing their personal accounts over the internet using personal passwords is considered an important development.
Member-based personalized information archive contributes to effective and productive member communication
In order to keep members regularly informed of OYAK services and practices, as well as providing information about their personal accounts with OYAK, an electronic archive has been created for each member as a component of the website.
This archive contains a permanent record of all documents in the form of announcements and the letters sent to members. Active-duty and Pension System OYAK members have the ability to tailor their information and communication requests according to their personal preferences.
All of the messages sent out in 2011 were automatically added to these personal archives while members were also able to conveniently access documents of concern to them from their individual Online Member Services pages. Almost 20,000 e-mail recipients
During 2011 OYAK communicated with 19,866 members
via email.
Internet Transactions In Member Services Increase Each Passing Year (Unit)
2011 2010 2009 2008 2007 8,500,125 11,009,245 11,151,476 10,198,321 6,481,383
OYAK Voice Response System: Still one of OYAK’s most popular communication channels in 2011
The OYAK Interactive Voice Response System remains one of the most popular communication channels among OYAK members. In 2011, a total of 225,462 calls were received by the voice response system.
OYAK is engaged in an ongoing effort to further develop the OYAK Interactive Voice Response System in line with members’ wishes and needs.
A total of 56,050 requests, suggestions, and complaints were received by mail and fax in 2011. This number does not include requests for information regarding services and systems.
OYAK Membership Services Department carried out 37,607 face-to-face meetings in 2011
A total of 37,607 members called in person at the OYAK
Membership Services Department to conduct queries or to
apply for services during 2011. Communication Channel
Call Center 225,986
Interactive Voice Response System 225,462
Calls to Member Services Department 114,272
Email 19,866
Document - Facsimile 56,050
Walk-ins 37,607
Website 10,198,321
Total 10,877,564
The underlying objective in everything OYAK does is to enable its members to enjoy a comfortable standard of living when they retire
OYAK’s primary aims are:
• To increase its members’ savings
• To design and develop new systems to better serve the members and to ensure that they serve this joint target only
• To invest member savings within a long-term approach
• To distribute generated revenues to members on a pro rata basis, as deserved
All of the activities carried out at OYAK are intended to make it possible for members to achieve and maintain a comfortable standard of living when they retire. OYAK puts its members’ savings to work in portfolio investments under an approach that.
• Focuses on conservative risk--return profiles,
• Is based on a long-term approach,
• Is sensitive to the community and the environment,
• Creates revenue with short-term returns.
Scrupulously adhering to its principle of “high-quality service focused on building members’ savings”, OYAK provides services and products without impairing its actuarial balances, while constantly remaining mindful of its task to ensure a secure future for its members. OYAK’s goal is to continuously increase member satisfaction by offering the highest level of added value possible in its products and services.
In line with this target, OYAK carries out its operations in compliance with the ISO 9001 “OYAK Quality Management System”, the ISO 27001 “OYAK Information Security Management System”, and the ISO 20000 “OYAK IT Service Management System” with effective participation of all its employees.
OYAK is determined to continue providing its members with the best, highest-quality and fastest service.
Enthusiastically and proudly celebrating its 50th year of
service in 2011 together with its members, OYAK will continue to exist for its members and through its members. OYAK is, and will remain, a system that is both sustainable and capable of further growth.