Advanced Search
MyIDEAS: Login

Capacity Building Potential Of The Call Center Sector In Turkey

Contents:

Author Info

  • Ebru Seckin

    ()

Registered author(s):

    Abstract

    The firms prefer the lean production in the competitive environment, discard the stages and processes that do not create value by aiming at diversity in commodity and service provision. Accordingly, the relationships between the suppliers and customers become prominent and the firms that abandon the big firm emerge as new actors in the market. Information and communication technology brings about flexibility and creates new opportunities in location choice. Thus, the enterprises have become complicated, distant from the center and network based. As the central tasks within a firm stay in the developed regions, the peripheral tasks are moved to underdeveloped regions. As a result of the core-periphery distinction in service sector, call center sector has become prominent. When the issue is considered in terms of regional development, the call centers, which are now out of the firm, are located in the underdeveloped regions. While the literature about call center sector discussion considers call centers as an opportunity for the economic development of the underdeveloped regions, making use of the labor force of the periphery at the call centers seems to be the greatest constrains. The aim of this study is to evaluate whether the call centers are long term investments for underdeveloped regions, in terms of its contribution to the development of the local labor force capacity. The goal is to compare the opinions of the labor force about the jobs at the call center related to the characteristics of the labor force. In this respect, the methodology consists of a survey study with the employees of two call center firms. The employees answered 20 questions about their willingness to continue their job at the call center and capacity development by utilizing 5 Likert scale. The results will be obtained by means of ANOVA test that is conducted in order to determine whether there is a difference in the answers provided according to the level of education, type of the firm, term of employment and gender.

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://www-sre.wu.ac.at/ersa/ersaconfs/ersa10/ERSA2010finalpaper807.pdf
    Download Restriction: no

    Bibliographic Info

    Paper provided by European Regional Science Association in its series ERSA conference papers with number ersa10p807.

    as in new window
    Length:
    Date of creation: Sep 2011
    Date of revision:
    Handle: RePEc:wiw:wiwrsa:ersa10p807

    Contact details of provider:
    Postal: Welthandelsplatz 1, 1020 Vienna, Austria
    Web page: http://www.ersa.org

    Related research

    Keywords:

    This paper has been announced in the following NEP Reports:

    References

    References listed on IDEAS
    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
    as in new window
    1. R. Richardson & J. N. MARSHALL, 1999. "Teleservices, Call Centres and Urban and Regional Development," The Service Industries Journal, Taylor & Francis Journals, vol. 19(1), pages 96-116, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:wiw:wiwrsa:ersa10p807. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Gunther Maier).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.