Impacts of Location on Bank Call Center Services: The Case of Turkey

dc.authorscopusid 57225723489
dc.authorwosid Özkan, Ahmet Hakan/AEZ-6067-2022
dc.contributor.author Ozkan, Ahmet Hakan
dc.date.accessioned 2024-05-25T11:24:30Z
dc.date.available 2024-05-25T11:24:30Z
dc.date.issued 2012
dc.department Okan University en_US
dc.department-temp [Ozkan, Ahmet Hakan] Okan Univ, Econ & Business Adm Fac, Istanbul, Turkey en_US
dc.description.abstract 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 questionnaires. Findings - The service quality of the call center of the banks with Anatolian call centers seems to be higher than those without them. Practical implications - The reason for the better performance of Anatolian bank call centers can be explained by using some observations. These reasons can be taken into account by CRM companies to provide better service. Originality/value - This paper is proof of that CRM agents are affected by stress factors and their environment. Therefore, stress levels have to be decreased for employees for better service. Selecting a good location is the most important step in diminishing stress levels. en_US
dc.identifier.citationcount 3
dc.identifier.doi 10.2478/v10033-012-0016-4
dc.identifier.endpage 88 en_US
dc.identifier.issn 1840-118X
dc.identifier.issn 2233-1999
dc.identifier.issue 2 en_US
dc.identifier.scopus 2-s2.0-84876258964
dc.identifier.scopusquality Q3
dc.identifier.startpage 77 en_US
dc.identifier.uri https://doi.org/10.2478/v10033-012-0016-4
dc.identifier.uri https://hdl.handle.net/20.500.14517/826
dc.identifier.volume 7 en_US
dc.identifier.wos WOS:000420163200006
dc.language.iso en
dc.publisher Walter de Gruyter Gmbh en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/openAccess en_US
dc.scopus.citedbyCount 3
dc.subject CRM sector en_US
dc.subject Turkey en_US
dc.subject Anatolian bank call centers en_US
dc.title Impacts of Location on Bank Call Center Services: The Case of Turkey en_US
dc.type Article en_US
dc.wos.citedbyCount 2

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