Filter Results:
(2)
Show Results For
- All HBS Web
(2)
- Research (2)
- Faculty Publications (1)
Show Results For
- All HBS Web
(2)
- Research (2)
- Faculty Publications (1)
Page 1 of 2
Results
Sort by
- 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,... View Details
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
- 17 Apr 2017
- HBS Case
This Turkish Debt Collector Is Customer-friendly
would never even touch because they considered them too risky. Within five years, the company had grown its portfolio to over $2 billion in NPLs from over 700,000 customers, becoming a prominent player in the Turkish View Details