57 / 324
VAKIFBANK
ANNUAL REPORT 2014
57
9.52%
GROWTH
The total number of
ATMs rose to 3,197 in
2014 up 9.52% YoY.
DISTRIBUTION CHANNELS
The Bank realigned its organizational structure and
restructured its Telephone and Internet Banking
Department under two distinct units, Internet Banking
Department and Call Center Department. This restructuring
was made because the range of alternative distribution
channels for banking transactions has recently increased
and this trend is expected to continue in the near future.
This represents a more effective structure in line with
the Bank’s growth and development strategies in these
segments.
INTERNET BANKING
The Internet Banking login procedure was simplified and
customer security was strengthened in 2014 with the
introduction of the online confirmation product “Cep İmza
(Mobile Signature)”, a first in the sector. Internet Banking
was enhanced with the addition of new transactions
while processes were simplified for a more user-friendly
customer experience.
As a result of these improvements in products and
services, efficiency increases in sales through these
channels were recorded, and the number of active
customers was up 48% in 2014, much higher than the
27% growth attained in 2013.
Corporate Internet Banking will also commence service in
2015 with a flexible authorization structure and a simple
business flow to encourage customer use.
MOBILE BANKING
The mobile banking application was rolled out to
customers in May 2013 under the guiding design
principles of simplicity, user-friendliness, and security.
Within the short period of time between the launch and
year-end, the Bank surpassed its targets in terms of
number of active mobile app customers.
TELEPHONE BANKING
Upgrading of the Call Center systems infrastructure was
completed in 2014. The Call Center became more capable
of planning services for customers as a result of this
project.
VakıfBank also carried out a number of human resources
initiatives in 2014 to deliver better and faster service to
customers. The number of customer representatives was
boosted while an increase in service quality was recorded
thanks to improvements made as a result of customer
satisfaction feedback. The Bank intends to add to its
customer representatives at the Call Center in 2015 in
order to increase the call reception rate.
The Call Center Guidance System will be simplified and
made more user-friendly for a better customer experience
in 2015.
ATM
The Bank also continued to modernize and expand its ATM
network over the course of the year. The total number of
ATMs deployed rose to 3,197 in 2014, up 9.52% YoY.
The primary driver of this upgrade project is to replace
non-cash deposit ATMs with cash deposit ATMs.
Approximately 169 million financial transactions were
carried out through VakıfBank ATMs in 2014. The number
of cash withdrawal and cash deposit transactions
performed at VakıfBank ATMs increased 10% and 17%
YoY, respectively.
The cabin and facade designs of our ATMs were refreshed,
and the outer dressings of the front-of-branch and out-of-
branch ATMs were remodeled to fit the new concept.
In addition, improvements were made in ATM installation
operations and processes, which served to minimize the
responsibilities and operational burden of branches in ATM
installments.
The outsourcing of cash loading for out-of-branch ATMs
across Turkey was also expanded; 60% of out-of-branch
ATMs are now serviced under this method.
Efforts to completely overhaul the ATM software
infrastructure and implement a single program for ATM
parks were also continued in 2014.
The Bank also started projects designed to enable
centralized surveillance of out-of-branch ATMs and
components, including air conditioners, UPS, and
communication devices, thereby improving the
management of these facilities.