THE EFFECT OF TEAM LEADER BEHAVIORS ON CUSTOMER ADVISOR MOTIVATION IN THE CALL CENTER SECTOR

Doğan Deger; Yener Altun

Makale detayları

THE EFFECT OF TEAM LEADER BEHAVIORS ON CUSTOMER ADVISOR MOTIVATION IN THE CALL CENTER SECTOR

Yazarlar:

Doğan Deger | Yener Altun

Yayıncı:

Dicle University

Ana Başlıklar:

Ekonometrik ve İstatistiksel Yöntemler

Dergi:

Dicle Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.14 Issue 27, pp.55-77

Belge Tipi:

Makale

Yayın Tarihi:

5/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001314496

pISSN:

1309-4602

Anahtar kelimeler:

Özet:

 The globalizing world has led businesses to develop themselves in structural, organizational and managerial terms and to hold on thanks to these changes in the competitive environment in order to ensure their continuity. Another important point necessary for businesses to ensure their continuity in a competitive environment is to maximize their dialogue with the customers, which is the audience they address, and to maximize their satisfaction. Since customer advisors CAs are individuals who communicate one-on-one with the customers, the target audience of the businesses, and provide the dialogs of the businesses with the customers, the performance of the customer advisors in the communication with the customers is of great importance. Since the efficient work of the CAs significantly affects their communication with the customer, it is very important to ensure the motivation of the CAs. The aim of our research is to examine the relationship between the motivations of CAs working in the call center and the behaviors of team leaders, based on statistical analysis. In this study, theoretical knowledge was also used to measure the behavior of team leaders and the motivation levels of CAs. In this direction, the relationship between the behavior of the team leader and the motivation of the employees was examined and the obtained findings were interpreted.

 The globalizing world has led businesses to develop themselves in structural, organizational and managerial terms and to hold on thanks to these changes in the competitive environment in order to ensure their continuity. Another important point necessary for businesses to ensure their continuity in a competitive environment is to maximize their dialogue with the customers, which is the audience they address, and to maximize their satisfaction. Since customer advisors CAs are individuals who communicate one-on-one with the customers, the target audience of the businesses, and provide the dialogs of the businesses with the customers, the performance of the customer advisors in the communication with the customers is of great importance. Since the efficient work of the CAs significantly affects their communication with the customer, it is very important to ensure the motivation of the CAs. The aim of our research is to examine the relationship between the motivations of CAs working in the call center and the behaviors of team leaders, based on statistical analysis. In this study, theoretical knowledge was also used to measure the behavior of team leaders and the motivation levels of CAs. In this direction, the relationship between the behavior of the team leader and the motivation of the employees was examined and the obtained findings were interpreted.

 The globalizing world has led businesses to develop themselves in structural, organizational and managerial terms and to hold on thanks to these changes in the competitive environment in order to ensure their continuity. Another important point necessary for businesses to ensure their continuity in a competitive environment is to maximize their dialogue with the customers, which is the audience they address, and to maximize their satisfaction. Since customer advisors CAs are individuals who communicate one-on-one with the customers, the target audience of the businesses, and provide the dialogs of the businesses with the customers, the performance of the customer advisors in the communication with the customers is of great importance. Since the efficient work of the CAs significantly affects their communication with the customer, it is very important to ensure the motivation of the CAs. The aim of our research is to examine the relationship between the motivations of CAs working in the call center and the behaviors of team leaders, based on statistical analysis. In this study, theoretical knowledge was also used to measure the behavior of team leaders and the motivation levels of CAs. In this direction, the relationship between the behavior of the team leader and the motivation of the employees was examined and the obtained findings were interpreted.

 Küreselleşen dünya, işletmelerin devamlılıklarını sağlayabilmeleri için hem yapısal, hem örgütsel, hem de yönetimsel anlamda kendilerini geliştirip rekabet ortamında bu değişimler sayesinde tutunabilme zorunluluğuna yönlendirmiştir. İşletmelerin rekabet ortamında devamlılıklarını sağlayabilmeleri için gerekli olan bir diğer önemli nokta da hitap ettikleri kitle olan müşterilerle olan diyaloglarını, onların memnuiyetini maksimize etmelerinden geçer. Müşteri danışmanları MD, işletmelerin hedef kitlesi olan müşterilerle birebir iletişime geçip işletmelerin müşterilerle olan diyaloglarını sağlayan bireyler olduklarından, müşteri danışmalarının müşterilerle olan iletişimdeki performansları büyük önem arz etmektedir. MDlerin verimli çalışmaları müşteriyle olan iletişimlerini önemli derecede etkilediğinden, MDlerin motivasyonlarının sağlanması da o derece önemlidir. Araştırmamızın amacı, çağrı merkezinde çalışan MDlerin motivasyonları ile takım liderlerinin davranışları arasındaki ilişkiyi istatistiksel analizlere dayalı olarak incelemektir. Bu çalışmada, takım liderlerinin davranışlarını ve MDlerin motivasyonlarının düzeylerini ölçmek için teorik bilgilerden de faydalanılmıştır. Bu doğrultuda takım liderinin davranışları ile çalışanların motivasyonu arasındaki ilişki incelenmiş ve elde edilen bulgular yorumlanmıştır.

Makale detayları

THE EFFECT OF TEAM LEADER BEHAVIORS ON CUSTOMER ADVISOR MOTIVATION IN THE CALL CENTER SECTOR

Yazarlar:

Doğan Deger | Yener Altun

Yayıncı:

Dicle University

Ana Başlıklar:

Ekonometrik ve İstatistiksel Yöntemler

Dergi:

Dicle Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.14 Issue 27, pp.55-77

Belge Tipi:

Makale

Yayın Tarihi:

5/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001314496

pISSN:

1309-4602

Call Center

Motivation

Customer Advisor

Team Work

Team LeaderÇağrı Merkezi

Motivasyon

Müşteri Danışmanı

Takım Çalışması

Takım Lideri

Sayı

Makale detayları

Yazarlar: Doğan Deger | Yener Altun

Yayıncı: Dicle University

Ana Başlıklar: Ekonometrik ve İstatistiksel Yöntemler

Dergi: Dicle Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.14 Issue 27, pp.55-77

Belge Tipi: Makale

Yayın Tarihi: 5/2024

Belge Dili: Türkçe

Document ID (Org No.): 2001314496

pISSN: 1309-4602

Sayı

Yazarlar:

Doğan Deger | Yener Altun

Yayıncı:

Dicle University

Ana Başlıklar:

Ekonometrik ve İstatistiksel Yöntemler

Dergi:

Dicle Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.14 Issue 27, pp.55-77

Belge Tipi:

Makale

Yayın Tarihi:

5/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001314496

pISSN:

1309-4602