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- October 2016
- Case
Turkasset: Bringing Customer-Centricity to Debt Collection
By: Dennis Campbell and Gamze Yucaoglu
In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,...
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Keywords:
Customer Satisfaction;
Customer Experience;
Customer Service;
Customer-centric;
Emerging Market;
Customer Focus;
Employee Empowerment;
Employee Engagement;
Employee Training;
Staffing;
Operations Management;
Quality Management;
Service Management;
Service Quality;
Continuous Improvement;
Turkasset;
Collections Agency;
NPL;
Call Center;
Financial Services;
Borrowing and Debt;
Customer Focus and Relationships;
Organizational Culture;
Operations;
Management;
Service Operations;
Quality;
Competitive Advantage;
Cost vs Benefits;
Financial Services Industry;
Turkey