The Place of Call Centers in Customer Relationship Management: The Sample of Call Center

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As communication and multiple backgrounds make the world a smaller platform, globalizing markets, changing of the industrial structures, improvements in science and technology and raising customer expectations force enterprises to respond in a corporate and strategic way .One of these strategies is customer relationship management. Customer relationship management is a kind of philosophy that tries to offer the right product or service to the customer on the right time to meet the needs of the customer. Call center which has an important connection with customer relationship management serves that goal. Call center is a place with software, hardware and human resources in which institutions keep in touch with individuals or other institutions. In the theoretical part of this study the concept of call center and customer relationship management are mentioned and in the execution part customers’ tendency of using call centers and other self-service networks is rated through the data taking from one of GSM Company in Turkey.

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Customer relationship management , call centers

Journal Of Graduate School Of Social Sciences

24

Journal Of Graduate School Of Social Sciences