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The visuals of Internet Banking and Password
(Instant Password) screens changed. To
facilitate easy login to Internet banking,
password use was ended. Along with Internet
banking, the mobile banking channel, which
will be put into service in 2014, are targeted
to become the most preferred channels for
more transactions.
Call Center
In 2013, VakıfBank customer representatives
answered over six million calls. To meet
the increasing number of calls as the Bank
grows, the Telephone Banking Unit was
expanded with the addition of new customer
representatives. Customer satisfaction
increased proportionally with the high quality
training given to customer representatives.
As with the completion of the infrastructure,
security of customer information was
enhanced, the transaction capabilities of
customer representatives were increased and
smart screens were commissioned for error-
free processing.
DISTRIBUTION CHANNELS
Internet Banking
Launched in 2000, VakıfBank Internet Banking
expanded its active customer base by 29%
in 2013 over the previous year, making the
lives of users easier and reducing branch
workload at the same time. Internet Banking
intermediates the payments of over 260
institutions; customers used the online service
to perform more than 850 million transactions
in 2013. With ongoing investments in
development, many new applications were
presented to Internet banking customers.
These applications aimed to direct those
transactions heavily carried out in branches
and telephone banking to the Internet channel
and to expand the Internet product range.
For credit card customers, the “Credit Card
Transactions” platform, which enables
customers to have easy access to card and
account details at any time, was launched.
Customer Requests
A total of 423,168 requests, from customers
through different communication channels,
were handled carefully by the growing and
developing team of the Customer Requests
Unit. The Unit also investigates the main
source of each problem. VakıfBank, by
approaching customer requests objectively,
delivers reliable service and continues its
quality service approach to maintain customer
satisfaction.
Trained staff members quickly replied to and
took necessary actions successfully regarding
customer requests coming through social
media and customer feedback. VakıfBank
continues to work as a team that believes
that long lasting relationships with customers
are only possible by listening to and
understanding customers.
2013 Activities
As of year-end 2013, VakıfBank had a total of 2,919
ATMs, of which 2,913 are located across Turkey and
six in the Turkish Republic of Northern Cyprus.
A SUPERPOWER
IS GOING
PUBLIC
In 2005, the initial public offering
of VakıfBank, Turkey’s fifth largest
bank, was completed with a record
demand oversubscribed 5.9 times of the
publicly offered amount, 21.89% of the
Bank’s shares. With additional sales,
VakıfBank’s free float ratio reached
25.18%. The IPO became the second
largest in Turkey with a total demand
of TL 9,755 million (US$ 7,150 million).
While 93.4% of the total demand
(US$ 6.7 billion) came from foreign
institutional investors, 7% was from
domestic investors.
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