The Location Behavior of Call Center Firms in Turkey (original) (raw)
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Purpose - The CRM sector represents the quality of a company. The quality of a company might be evaluated by taking the services of a call center as a measure by the customers, because CRM is the most interactive point of the operations of all companies. Call centers represent companies with 24/7 service. Companies have to search for ways to increase the quality of their service and CRM. Call center companies started to move to Anatolia in response to government incentives. The purpose of this study was to examine the results of this change. Design/methodology/approach - Bank call centers in large cities and Anatolian bank call centers are compared. SERVQUAL is used to compare the service quality of the call centers. 100 questionnaires are used to evaluate the services of the bank call centers and 100 customers are interviewed. The banks with Anatolian call centers and the banks without Anatolian call centers are compared to each other by using the results of the interviews and ques...
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One of the sectors that gained most of the boost in ICT developments is the call centres sector. The focus in this paper is on spatial diffusion patterns of call centres in the Netherlands. The number of call centres has increased rapidly in the last decade and it seems that impacts of call centres on the labour market are still underestimated. We will pay attention to two spatial levels: first, regional and second, local. Given the labour intensity and quality required by call centres and the absence of physical contacts with consumers one might expect that most call centres are located in the more peripheral regions of the country. In those peripheral regions there is less pressure on the labour market and the level of education -in particular the ability to speak English -is almost as good as elsewhere in the country. At the local level we are interested in the precise location of the call centres. We expect that they will prefer back office locations or even locations on cheap industrial sites, again due to the absence of physical contacts with consumers. They only will need enough parking space for their employees, since this is a relatively labour intensive economic activity. In this exploratory study we will analyze the spatial diffusion patterns of call centres in the Netherlands and link them to regional labour market developments and other location factors.
This paper consists two different studies’ result. First study measured the burnout level and its relation with job satisfaction of call center employees. Results showed that burnout level explained %50 of variance in job satisfaction. Second study documented the effect of electronic performance measurement on call productivity of employees. Monitoring increase the number of outgoing calls and decrease the duration of call which is a desired thing for employers. For the majority of companies call centers become an integral part of customer relationship management. Parallel with this development, number of employees working in call centers continues to grow exponentially not only in developed countries, but also in developing countries like Turkey whose service sector and outsourcing operations of multinational companies pursues its consistent expansion. This creates a need towards understanding call center work. To our knowledge, there are studies which presented findings either from employee perspective (Bain and Taylor, 2000) or from employer perspective (Spkins et al., 1999). This study differentiates from these studies by incorporating employee and employer perspective to call center work with two different studies from Turkish banking sector. First study represents the employee perspective regarding call center work by investigating burnout level of call center employees and its relation with job satisfaction. Results of this study revealed that “burnout” explained % 50 of “job satisfaction” among call center employees. It remains unclear how employers benefitted from electronic performance monitoring and how call center employees reduce their workload which causes burnout among them under consistent electronic performance monitoring. For this reason, second study reflects the employer perspective by measuring the effect of electronic monitoring on call productivity of these employees. Lack of electronic monitoring caused a decrease in the number of outgoing calls and increased the duration of calls. These findings clearly show that call center employees attempted to decrease their high workload by increasing the duration of call and decreasing the number of outgoing calls. There is no doubt that employers benefit from the electronic monitoring by increasing the call productivity of call center agents while this workload cause job burnout among these employees. Key Words: Electronic Mail, Mail, Organization, Communication
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Call center is the frontline of communicating with customers. This paper reports the findings of a survey on service effectiveness of call center operations of mobile communication service providers in Turkey that either use in-house or outsourcing method. The primary objective of this paper is to explore how the customers of mobile communications service provider companies perceive the inbound call center processes for speed, easiness of use, first call resolution, effective inquiry and in doing that what qualities they display. For this purpose a survey was conducted with the customers who use call centers either to make an inquiry or to complain about the services. The aims were: to specify the typical behavior of mobile communications service users; how the firms handle inquiries or complaints; if they solve the problems for good and in what time or how long it takes to get an answer practically useful; to reveal the speed and timeliness of the processes. The survey was conducte...
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