MATERIAL TOPICS DISCUSSED IN THIS SECTION
Customer Experience and Satisfaction |
Employee Welfare and Rights |
- Ziraat Participation provides its customers with financial products and services that align with the principles of participation banking through a layered service delivery platform that it has structured and continuously updated in line with its strategic goals and growth plans.
- The Bank's service delivery structure consists of both physical and alternative distribution channels. This widespread organism is composed of the General Directorate, both domestic and international branches, ATM and POS networks, and digital service competencies.
- This structure, which is essential in terms of customer experience and satisfaction, and employee experience, is one of the driving forces that enables the Bank to generate shareable added value.
Ziraat Towers - New Headquarters
The relocation of the Ziraat Participation Headquarters to Ziraat Towers, which is situated in the Istanbul Finance Center, commenced on 26 January 2024, and is scheduled to be finalized on 24 June 2024.
The Istanbul Finance Center (IFC) Ziraat Towers Project, which began hosting the Ziraat Participation Headquarters as of 2024, is among the leading projects not only in our country but also in the world due to its environmentally conscious design and pioneering approach to advanced technology smart applications and environmental sustainability mission.
Ziraat Towers consist of two towers, one with 46 floors and 219 meters in height, the other with 40 floors and 193 meters in height, with unique architecture and superior technological features, a podium, an atrium, and an auditorium area that can accommodate special events such as conferences, training sessions, and symposiums. The Towers are structurally distinct from their counterparts due to their steel, wood, and natural stone coatings.
A NATIONWIDE STRUCTURING IN TÜRKİYE
During the reporting period, Ziraat Participation expanded its geographical reach by opening 35 new branches, increasing the total number of branches to 191.
Ziraat Participation provides its customers with a range of products and services through advanced alternative distribution channels, including 121 ATMs, Internet Banking, upgraded Mobile Banking, Call Centers, and around 12,031 POS terminals, in addition to traditional distribution channels such as branches.
The Bank operates two international branches, one located in Mogadishu, the capital city of Somalia, and the other in Khartoum, the capital city of Sudan.
189 DOMESTIC BRANCHES IN 61 PROVINCES
The branch range of Ziraat Participation has been structured in consideration of the evolving customer demand and market conditions.
Ziraat Participation provides services to its customers under three different segments. The Bank's branches, which provide their products and services under the titles of Retail, Commercial, and Private Banking, have also been structured accordingly.
As of the end of 2023, Ziraat Participation has been delivering its services and products to its customers through
169 Retail Branches
14 Commercial Branches
6 Corporate Branches
5 Private Banking Corners*
*Beykent, Eminonu, Fatih, Kayaşehir, Suburcu
Ziraat Participation operates two branches abroad, one in Somalia and one in Sudan.
ZIRAAT PARTICIPATION WITH OVER 20,000 ATMS ACROSS TÜRKİYE!
As of the end of 2023, Ziraat Participation manages a service network of 121 ATMs. 115 of the ATMs are within the branches, and 6 are offsite.
In line with the goal of consistently enhancing customer experience and satisfaction, in 2023, the Bank underwent a transition to the Ocean 2.0 structure, which facilitates faster and more effective control over the ATMs it provides.
All Ziraat Participation ATMs have been integrated into the ATM networks of Ziraat Bank, Halkbank, Vakıfbank, PTT, Vakıf Participation Bank, and Emlak Participation Bank, joining the “Türkiye's ATM Center (TAM ATM)*” structure, which boasts a broad coverage of 20,000 ATMs across the country.
Banking transactions are highly convenient via the Customer Contact Center
Ziraat Participation Customer Contact Center, accessible at the phone number 0850 220 50 00, allows customers of the Bank to conduct their banking transactions over the phone at any time and from any location, 24/7.
*Ziraat Participation is a member of “Türkiye’s ATM Center (TAM ATM)”.
ZIRAAT PARTICIPATION IN DIGITAL WORLD
Katılım Mobile
Ziraat Participation's primary service channel and window to the digital world is Katılım Mobile. Katılım Mobile is a digital platform that enables customers to conduct their individual and corporate banking transactions 24/7 in a secure and efficient manner. Additionally, customers can communicate with customer representatives instantaneously through Live Support.
THE ALTERNATIVE SERVICE CYCLE COMPLETED WITH A DIVERSE RANGE OF COMMUNICATION CHANNELS
Customers of Ziraat Participation can conveniently submit their inquiries, appreciations, objections, and complaints to the Bank through the forms available at www.ziraatkatilim.com.tr, the Internet Branch, and the Katılım Mobile application.
Furthermore, they have the option to reach out to Ziraat Participation customer representatives by dialing the Customer Contact Center at 0850 220 50 00, or they can also communicate through the email address musteri.memnuniyeti@ziraatkatilim.com.tr
Please click to access Ziraat Participation Customer Satisfaction Policy.
BARRIER-FREE BANKING SERVICES THAT ENHANCE THE CUSTOMER EXPERIENCE
The focus of barrier-free banking services provided so that disabled customers can conveniently conduct all their banking transactions is Ziraat Participation's responsibility to provide an end-to-end, practical, easy, and accessible service experience that embraces all customers with an inclusive approach.
In 2023, Ziraat Participation continued developing and diversifying Barrier-Free Banking solutions to facilitate disabled customers' access to banking services.
As part of the barrier-free banking services development efforts, Ziraat Participation provides training programs that will enhance the communication of the Bank's personnel with the customer with disabilities. The e-training platform, developed to recognize the disabled customers and enhance awareness, has been made available to all personnel, and employees have also received sign language training.
All Ziraat Participation branches feature Braille alphabet information boards. Moreover, the branches provide exclusive barrier-free banking transaction options to visually impaired customers. In 2023, the bank has implemented system infrastructure projects that will facilitate the expansion of barrier-free banking services. These efforts have resulted in a variety of transaction conveniences, priorities, and advantages for disabled customers.
Barrier-Free Branches
- Ziraat Participation provides priority queue numbers to disabled customers and those aged 70 and above through queuing machines.
- The implementation of tactile paving within the branches provides guidance to visually impaired customers.
- The ramp implementation has made it more convenient for orthopedically disabled customers to enter the Ziraat Participation branches.
- Branch entrances have been modified for the convenience of the customers with orthopedic disabilities.
- The call button has made it easier for disabled customers to contact a customer representative.
Contracts in Sign Language
Ziraat Participation has developed and provided 10 different contracts in sign language as part of its efforts to provide convenient solutions, making them available to its customers.
Arrangements for ATMs to Accommodate Customers with Orthopedic Disabilities
The Ziraat Bank's Bursa Branch-2 ATM and the offsite ATM located at Sebahattin Zaim Halkalı Campus are accessible for customers with orthopedic disabilities. According to the current legislation in Türkiye, there is a requirement for 2 ATMs specifically designed for people with orthopedic disabilities for every 200 ATMs, and Ziraat Participation has fully complied with the relevant legislation.
Besides, Ziraat Participation customers have the privilege of using orthopedically disabled ATMs inside the Ziraat Bank service network without incurring any extra charges.
Arrangements for Visually Impaired Customers
At all Ziraat Participation ATMs, customers who are visually impaired or have difficulty seeing can conduct their transactions with voice guidance. The Bank has a headphone jack available at 125 ATMs for the use of visually impaired customers.
Bank customers can conduct "Balance Inquiry," "Withdrawal," and "Deposit" transactions by activating the "voice menu" application via the headphone connection. The common transaction menu of the Interbank Card Center (BKM) allows disabled customers who possess other bank cards to conduct transactions using Ziraat Participation ATMs.
Information regarding the operation of ATMs for visually impaired individuals
- Access to the Bank's voice menu is available at all ATMs.
- The voice transaction menu is activated when headphones are plugged in.
- The ATM screen automatically dims when the voice menu application is initiated by plugging in headphones.
- The transaction is terminated and the card is returned when the headphones are removed during the transaction.
- The system reads out loud warnings, guidance, confirmations, and notifications of errors during the transaction.
- The voice repeating feature in the voice menu allows customers to adjust the volume.
- Voice guidance and embossed keys are employed to facilitate transactions.
Disabled-Friendly Branches
The disabled-friendly branches of Ziraat Participation provide customers with features that ensure a convenient experience.
- Priority queue numbers can be obtained from queuing machines by disabled customers and consumers aged 70 and above.
- Visually impaired customers are guided by a tactile walking surface inside the branches.
- The ramps facilitate access to the branches for customers with orthopedic disabilities.
- Branch entrances are structured appropriately for orthopedically disabled customers.
- Customers with disabilities are granted convenient access to the customer representative through the use of a call button.
Customer Contact Center
- The voice response IVR system maintains extended keying times to facilitate the selecting process for visually impaired customers.
Digital Channels
- The Mobile Branch has been updated to support screen reader programs, allowing visually impaired customers to easily access its features.
- A chat channel (online correspondence) service has been introduced to enable hearing impaired customers to conveniently complete their transactions by receiving assistance from Katılım Mobile.
