Abstract:

With the advancement of technology, customers, which are the most important phenomenon of recent years, with the changing market conditions and trends day by day, necessitated businesses to provide services with new applications. Especially with increasing competition and becoming more challenging today and giving more importance to customer loyalty, it is seen that the companies that want to reach and communicate with their customers effectively have increased their interest in “Call Centers” applications and started to use them more intensively. Call centers are strategically important in the banking sector as in many businesses and are widely used in this sector. With this study, the Banks Association of Turkey (TBB) member banks begin its first year of publication of call centers, data (2008) from aimed to investigate the changes until 2019. In addition, the concept of call centers, customer contact types of call centers are explained conceptually. With this study, it has been tried to reveal the current status of TBB member banks regarding call center services. As a result, the market share of call center services in the banking sector is gradually increasing. In addition, the banking sector call centers are increasing their applications by adding new ones to their functions day by day and they are in a race to provide services from different channels.

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