Internet Branch
İşbank Internet Branch’s transaction menu was enriched and
current transactions were developed with the operations aimed
at improving user experience and transaction security.
The Stock Exchange Platformwent live in 2013 enabling
real-time tracking of the markets and issuing trading orders
independently from the Internet Branch. Intel Identity
Protection Technology (Intel IPT) which enables customers to
login Internet Branch easily and securely, removing the need to
type One Time Password, was launched by İşbank for the first
time in Turkey.
Loan transactions were renewed in the Commercial Internet
Branch. The Branch was enriched in the area of cash
management transactions, by adding the Cheque Guarantee,
Salary and Direct Debit System (DDS) transactions.
Meanwhile, another Internet Branch was opened in 2013, which
can be accessed fromwww.isbank.co.uk, for customers of the
London Branch.
Mobile banking channels
In Turkey, a total of 13 banks were offering mobile banking
at the end of 2012; three more banks started to offer mobile
banking in 2013.
The year 2013 was a year of rapid growth in mobile banking
channels.
There was more than 100% growth in the number of İşCep
users thanks to further easing of entry for the İşCep application.
The facility to enter the İşCep application by credit card was
also realized in 2013. The İşCep application, prepared especially
for phones using the Windows Phone 8 Operating System, was
offered to customers. It is provided to get access to İşCep with
mobile approval code, meanwhile it’s allowed to get access
only by customer number and customer PIN in case of internet
connection is available through certain operators.
The features of bill payment via Parakod, shopping via “Parakod
Şipşak” and “Cash Withdrawal via QR code” were added to the
İşCep application.
The work on developing the İşCep application contributed to the
expansion in the number of users, widening the use of mobile
banking channel. The share of the mobile banking channel rose
from 4.4% in 2012 to 9.4% in 2013.
Effective control for suspicious transactions
Effectiveness in detecting suspicious transactions, taking
action automatically and preventing fraud in the Instant
Banking channels were enhanced with the Fraud Detection
System.
For a more effective Call Center service
ErişimMüşteri Hizmetleri A.Ş., which is a subsidiary of İşbank
and established in November 2012, gradually started to offer
Call Center service to the Bank.
The Company’s number of staff reached 257 individuals, 222
of which were customer representatives and 35 of which
were administrative staff at the end of 2013. Thus, there were
improvements in the Call Center’s service level over a 3 months
period and in the call response rates, which are defined as basic
performance indicators. The 3 months service level improved
from 45.1% at the end of 2012 to 69.8% by the end of 2013,
while the call response rate improved from 74.5% in 2012 to
90.7% by the end of 2013.
In brief
İşbank received the Golden
Stevie award under the “Best
Product of the Year” through
its “Cash Withdrawal from
Bankamatik via İş Cep QR
Code” application.
İşbank is a leader in the
perception of being “pioneer
and innovative bank” according
to comparable perception
measurement data.
Bankamatik service in
London, Batumi and Prishtina
branches.
Activities
51
İşbank
Annual Report 2013
