Abstract:

With the acceleration of competition, call centers, which have started to attract intense interest by businesses, are preferred in terms of providing services easily and at the speed desired by the customers. Call centers are service organizations designed to establish fast and long-term relationships with customers through various communication tools. Developing a common understanding of quality in call centers, which are the first contact point with the customer and have different standards in different regions, can be quite complicated because the services are abstract and the customers are included in the process. For this reason, the service quality should be measured and improved continuously. The purpose of this study is to evaluate the service quality of a call center as perceived by its employees using the servqual scale. The data was obtained by field study with the adapted servqual scale from the call center which is affiliated with a state bank. In this paper employees' perceptions and expectation levels were measured according to tangibles, reliability, responsiveness, assurance and empathy dimensions and the gap scores (perceived-expectation) obtained from the measurement result were evaluated. Factor analysis, frequency distributions, correlation and paired t-tests were also used in the study. As a result of the analysis, statistically significant relationships were found in the sub-dimensions of concrete features, reliability, responsiveness and assurance.

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