Impacts of Location on Bank Call Center Services: The Case of Turkey (original) (raw)

The Location Behavior of Call Center Firms in Turkey

2011

Advances in information and communication technologies bring along changes in working and employment conditions. Automationed work is moved to distant areas and businesses get elaborate, far from the center and network-based. Another change similar to the disintegration of production process is also seen in services sector. While jobs to develop technologies are left to the developed regions, routine and demanding jobs are transferred to peripheries. This situation brings about a centre-periphery division in structuring employment. One of the businesses that have emerged in this process is call centers. Firms, operating in various sectors, obtain call center service from outsource firms.Today, call centers are mostly located in less developed regions. While call centers first originated in developed regions, due to the increased costs in these regions, lots of firms have made their call service investments in less developed regions. Labor-intensive call centers are regarded as a sol...

Service Quality of Conventional and Islamic Banks in Turkey

Market-Tržište, 2021

Purpose-The aim of this research study is to determine and compare the service quality of conventional and Islamic banks in Turkey. Design/Methodology/Approach-Stratified sampling method was used to select the sample of respondents for the survey. The data collection phase was carried out online via Google forms and data obtained from 524 participants was used for the analysis. A revised SERVQUAL scale for the banking sector was employed in the research.

Bank Personnel’s Perception of Banking Services and Implications for service Quality: A study of Turkish Banks

2009

This exploratory study examines the perceptions of bank personnel regarding bank services offered to customers by the banks in Turkey. The specific objectives of the study are to examine the perceptions of the bank personnel regarding the importance of the bank services; to compare the personnel perceptions of bank services by selective demographic profiles; and to discuss the implications of the results for service quality. The study found significant perceived differences of bank services by personnel position, gender, and age, but not education level. These differences, or "gaps", if not taken care of, could have adverse impact on bank service quality and in turn, on bank performance. The study presents a framework showing the potential impact of bank personnel characteristics on bank service quality. This framework and the results of the study could help managers to improve the quality of banking services offered to customers. Bank Personnel's Perception of Banking Services. .. .

Operational determinants of caller satisfaction in the banking/financial services call center

International Journal of Bank Marketing, 2002

There has been, and will be, a spectacular growth in the number of call centers on both sides of the Atlantic. So far, however, empirical evidence is lacking as to the operational determinants of caller satisfaction in call centers, despite the multitude of call performance metrics registered in many call centers. Undertakes an empirical assessment of the relationship between caller satisfaction and a number of critical variables. The results are astonishing. Of all the critical operational determinants only``percentage of calls closed on first contact'' and`a verage abandonment'' have a significant, albeit weak, influence on caller satisfaction. Concludes, therefore, with a call for more research into reliable and valid predictors of caller satisfaction.

Service quality and customer satisfaction: an application of internet banking in Turkey

In the changing world the distribution of the services has also changed. The people have started to do their own services via internet instead of going to the service place. This can be called technology based self service. After this development companies have started to offer their services electronically, for example, internet banking, e-commerce, e-buying. The technology based service has brought in new concepts, such as e-service quality, e-satisfaction, e-loyalty etc. This study aims to measure the effects of perceived quality of internet banking on customer satisfaction level. This study shows that the most frequently used services are to have information about account, to transfer money, to pay bill, to make credit card transactions etc. Trust dimension was the most important factor that affects the perceived quality of internet banking service. According to the another result obtained from the study accessibility, trust, credibility, and web interface variables affect satisfaction level of internet banking customers positively. Furthermore, the satisfaction level of internet banking customer has not been affected by the demographic variables, such as, gender, age, income level, and education level. If the distribution of the sample analyzed, it can be seen that internet banking customers are generally young and highly educated.

Improving operational measures in a financial institute call center: a case study

Brazilian Journal of Operations & Production Management, 2017

This article presents a case study that shows the impact of a proposed method of performance measures in a call center service system in one of the largest financial institutions in Israel. It proposes a policy for load-reduction in the peak hours coupled with an improvement in the automated routing of customers’ calls. The case study shows the system's current state, and offers improvements to shorten the overall service time while increasing utilization of service personnel in order to decrease the abandon rate (AR) and increase service quality. The article starts by introducing the financial institute and its telephone service structure, the unique characteristic of the current service system, the different types of customers and their characteristics, the utilization of the system and emphasizes the phone call duration and AR. In addition, the article shows a simulation of the current state with an analysis of current service. It compares the current system with an alternati...

CAPACITY BUILDING POTENTIAL OF THE CALL CENTER SECTOR IN TURKEY

2011

Companies that adopted plain organization model in today's competitive environment procure phases and processes that do not create value from out of company. This way, company is able to reduce costs, have greater focus on its primary business, increase productivity, and make connections between different labor markets. As a result, relationships between suppliers and buyers become increasingly more important and new companies, which split out from large companies, enter to the market.

CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS

International Research Journal of Modernization in Engineering Technology and Science Volume:02/Issue:03/March-2020 , 2020

Just as in other industries like retail or business in banking, CRM stands for Customer Relationship Management. A Customer Relationship Management solution in banking helps banks manage customers and better understand their needs in order to provide the right solutions, quickly. This research paper's objectives are study the concept of CRM. , examine the opinion of customers regarding service facilities, internet services, and customer interactions of management. To examine the objectives a survey method was conducted with 43 respondents. Data regarding this study is analysed with pie charts, line graphs and bar graphs. The research shows that positive impact of CRM in banks.

The Quality of Banking Services as an Input to Improve the Marketing Performance of Banks in Gaza Governorates from the Point of View of Customers

2018

The objective of the research is to identify the quality of banking services as an input to improve the marketing performance of the banks in Gaza governorates from the perspective of their customers. The researcher used the descriptive analytical method, and the research community consisted of customers at Bank (Palestine Limited, Islamic Palestine, Housing, Jerusalem, Arab Bank). The study tool was a questionnaire applied to a simple random sample of customers. A total of (141) responses were recovered with a recovery rate is equal to (78%). The results of the study showed that the level of availability of the banking service quality dimensions (safety, credibility, efficiency of service providers, tact, empathy, reliability, communication, accessibility, material and human aspects, response level) in banks operating in the Gaza Strip was high from the point of view of customers. The results showed that the level of marketing performance of banks operating in the Gaza Strip from t...