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Turkcell Launches SMS Call Centre

Andy Penfold

Turkcell has launched a customer service operation that works solely through SMS. 

Run from the new Karabuk Call Center, the SMS model is designed with the preferences of younger audiences in mind, and will serve members of the network's 'GNCTRKCLL' service for young subscribers. 

GNCTRKCLL members can text 4362 with their questions 24 hours a day. The customer service programme, called 'Gencaver' was set up in February, and Turkcell says a total of 2,500 SMS messages have come from 1,000 different members, requesting an average of 1,200 different items of information. Gencaver promises to contacts its customers within 10 minutes, answering their questions with 1.9 messages on average.

Turkcell says the customer service representatives on the special team will be composed of young people to reflect the customer base. 

Turkcell CEO Sureyya Ciliv says: "After the opening of the Van-Ercis Call Center in early June, and then the one in Karabuk; the number of our call centres throughout Anatolia reached 13. We strive to offer the best for our customers, and perceive creating youth employment as our key social responsibility. Indeed, we will continue our investments going forward."