{"id":3844,"date":"2021-06-27T17:05:32","date_gmt":"2021-06-27T14:05:32","guid":{"rendered":"http:\/\/www.bastasdanismanlik.com.tr\/2021\/06\/yayinlarimiz\/haber\/aralik-2017-cagri-merkezi-calisan-sayisi\/"},"modified":"2021-06-27T17:05:32","modified_gmt":"2021-06-27T14:05:32","slug":"aralik-2017-cagri-merkezi-calisan-sayisi","status":"publish","type":"post","link":"https:\/\/www.bastasdanismanlik.com.tr\/2021\/06\/yayinlarimiz\/haber\/aralik-2017-cagri-merkezi-calisan-sayisi\/","title":{"rendered":"Aral\u0131k 2017 \u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fan Say\u0131s\u0131"},"content":{"rendered":"

Aral\u0131k 2017 \u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fan Say\u0131s\u0131<\/p>\n

Aral\u0131k 2017\u00a0\u00c7a\u011fr\u0131 Merkezleri \u0130statistikleri[1]<\/strong><\/p>\n

\u00c7a\u011fr\u0131 merkezi hizmetleri ve bu hizmetlerin kullan\u0131lmas\u0131na ili\u015fkin istatistiki bilgileri i\u00e7eren ve bankalar\u0131n d\u00f6nem i\u00e7indeki geli\u015fmelerini izlemeyi ama\u00e7layan bu rapor Aral\u0131k 2008 d\u00f6neminden itibaren \u00fc\u00e7er ayl\u0131k d\u00f6nemler halinde yay\u0131nlanmaktad\u0131r. Aral\u0131k 2017 d\u00f6nemi itibariyle 25 banka verisinden olu\u015fmaktad\u0131r.<\/p>\n

1.\u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fan Say\u0131s\u0131 <\/strong><\/p>\n

1.1. \u00c7a\u011fr\u0131 merkezlerinde \u00e7al\u0131\u015fan say\u0131s\u0131 9.303 ki\u015fidir.<\/strong><\/p>\n

Aral\u0131k 2017 itibariyle, \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fan say\u0131s\u0131 9.303 ki\u015fidir. Bu rakam\u0131n 7.662\u2019si yar\u0131 ve tam zamanl\u0131 \u00e7al\u0131\u015fan m\u00fc\u015fteri temsilcilerinden olu\u015furken, destek hizmeti veren personel say\u0131s\u0131 764 ve y\u00f6netici say\u0131s\u0131 877 ki\u015fidir. Banka ad\u0131na outsource \u00e7a\u011fr\u0131 merkezlerinde \u00e7al\u0131\u015fan m\u00fc\u015fteri temsilcisi say\u0131s\u0131 2.938 ki\u015fidir.<\/p>\n

[1] Mevduat bankalar\u0131 ile kalk\u0131nma ve yat\u0131r\u0131m bankalar\u0131n\u0131 kapsamaktad\u0131r. \u00c7a\u011fr\u0131 merkezleri konusunda tan\u0131t\u0131c\u0131 bilgi Aral\u0131k 2008 raporunda bulunmaktad\u0131r.<\/p>\n

\u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fan Say\u0131s\u0131<\/strong><\/p>\n\n\n\n\n\n\n\n\n\n
<\/td>\nEyl\u00fcl 2017<\/strong><\/td>\nAral\u0131k 2017<\/strong><\/td>\nNet De\u011fi\u015fme<\/strong><\/td>\n<\/tr>\n
<\/td>\nKad\u0131n<\/strong><\/td>\nErkek<\/strong><\/td>\nToplam<\/strong><\/td>\nOrtalama Ya\u015f<\/strong><\/td>\nKad\u0131n<\/strong><\/td>\nErkek<\/strong><\/td>\nToplam<\/strong><\/td>\nOrtalama Ya\u015f<\/strong><\/td>\n<\/tr>\n
M\u00fc\u015fteri temsilcisi say\u0131s\u0131<\/td>\n5.527<\/td>\n2.142<\/td>\n7.669<\/td>\n26<\/td>\n5,596<\/td>\n2,066<\/td>\n7,662<\/td>\n27<\/td>\n-7<\/td>\n<\/tr>\n
Destek hizmeti veren personel say\u0131s\u0131<\/td>\n529<\/td>\n215<\/td>\n744<\/td>\n31<\/td>\n541<\/td>\n223<\/td>\n764<\/td>\n31<\/td>\n20<\/td>\n<\/tr>\n
Y\u00f6netici say\u0131s\u0131<\/td>\n512<\/td>\n351<\/td>\n863<\/td>\n34<\/td>\n513<\/td>\n364<\/td>\n877<\/td>\n35<\/td>\n14<\/td>\n<\/tr>\n
Toplam \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fan say\u0131s\u0131<\/strong><\/td>\n6.568<\/strong><\/td>\n2.708<\/strong><\/td>\n9.276<\/strong><\/td>\n–<\/strong><\/td>\n6,650<\/strong><\/td>\n2,653<\/strong><\/td>\n9,303<\/strong><\/td>\n–<\/strong><\/td>\n27<\/strong><\/td>\n<\/tr>\n
Outsource\u00a0 m\u00fc\u015fteri temsilcisi say\u0131s\u0131<\/td>\n\u00a0<\/strong><\/td>\n<\/td>\n2.622<\/td>\n<\/td>\n\u00a0<\/strong><\/td>\n<\/td>\n2,938<\/td>\n<\/td>\n316<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ekim-Aral\u0131k 2017 d\u00f6neminde, bir \u00f6nceki d\u00f6neme g\u00f6re \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fan say\u0131s\u0131nda 27 ki\u015filik bir art\u0131\u015f ger\u00e7ekle\u015fmi\u015ftir. M\u00fc\u015fteri temsilcisi say\u0131s\u0131 7 ki\u015fi azal\u0131rken, destek hizmeti veren personel say\u0131s\u0131 20 ki\u015fi, y\u00f6netici say\u0131s\u0131 ise 14 ki\u015fi artm\u0131\u015ft\u0131r. Outsource \u00e7a\u011fr\u0131 merkezlerinde \u00e7al\u0131\u015fan m\u00fc\u015fteri temsilcisi say\u0131s\u0131 ise bir \u00f6nceki d\u00f6neme g\u00f6re 316 ki\u015fi artm\u0131\u015ft\u0131r.<\/p>\n

M\u00fc\u015fteri temsilcisi i\u015fg\u00fcc\u00fc devinim oran\u0131 Ekim-Aral\u0131k 2017 d\u00f6neminde y\u00fczde 9\u2019dur. Bunun y\u00fczde 2\u2019si banka i\u00e7erisinde kariyer plan\u0131na devam eden m\u00fc\u015fteri temsilcilerinden olu\u015fmaktad\u0131r.<\/p>\n

Ekim-Aral\u0131k 2017 d\u00f6nemi itibariyle \u00e7a\u011fr\u0131 merkezinde \u00e7al\u0131\u015fanlar\u0131n y\u00fczde 71\u2019i kad\u0131nlardan olu\u015fmaktad\u0131r. Bu oran m\u00fc\u015fteri temsilcilerinde y\u00fczde 73, destek hizmeti veren personelde y\u00fczde 71, y\u00f6neticilerde ise y\u00fczde 58\u2019dir.<\/p>\n

Ya\u015f ortalamalar\u0131 m\u00fc\u015fteri temsilcilerinde 27, destek hizmeti veren personelde 31, y\u00f6neticilerde ise 35 d\u00fczeyindedir. \u00c7a\u011fr\u0131 merkezinde \u00e7al\u0131\u015fanlar\u0131n y\u00fczde 57\u2019si \u0130stanbul ve \u0130zmit\u2019tedir.<\/p>\n

1.2. \u00c7al\u0131\u015fanlar\u0131n y\u00fczde 51\u2019i \u00fcniversite mezunudur.<\/strong><\/p>\n

\u00d6\u011frenim Gruplar\u0131na G\u00f6re \u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fanlar\u0131<\/strong><\/p>\n\n\n\n\n\n\n\n\n
\u00a0<\/strong><\/td>\nEyl\u00fcl 2017<\/strong><\/td>\nAral\u0131k 2017<\/strong><\/td>\n<\/tr>\n
\u00a0<\/strong><\/td>\nLise<\/strong><\/td>\n\u00d6n Lisans<\/strong><\/td>\nLisans<\/strong><\/td>\nLisans \u00fcst\u00fc<\/strong><\/td>\nToplam<\/strong><\/td>\nLise<\/strong><\/td>\n\u00d6n Lisans<\/strong><\/td>\nLisans<\/strong><\/td>\nLisans \u00fcst\u00fc<\/strong><\/td>\nToplam<\/strong><\/td>\n<\/tr>\n
M\u00fc\u015fteri temsilcisi say\u0131s\u0131<\/td>\n866<\/td>\n2.724<\/td>\n4.013<\/td>\n66<\/td>\n7.669<\/td>\n859<\/td>\n3,064<\/td>\n3,682<\/td>\n57<\/td>\n7,662<\/td>\n<\/tr>\n
Destek hizmeti veren personel say\u0131s\u0131<\/td>\n140<\/td>\n189<\/td>\n371<\/td>\n44<\/td>\n744<\/td>\n138<\/td>\n205<\/td>\n370<\/td>\n51<\/td>\n764<\/td>\n<\/tr>\n
Y\u00f6netici say\u0131s\u0131<\/td>\n58<\/td>\n203<\/td>\n509<\/td>\n93<\/td>\n863<\/td>\n75<\/td>\n192<\/td>\n530<\/td>\n80<\/td>\n877<\/td>\n<\/tr>\n
Toplam \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fan say\u0131s\u0131<\/strong><\/td>\n1.064<\/strong><\/td>\n3.116<\/strong><\/td>\n4.893<\/strong><\/td>\n203<\/strong><\/td>\n9.276<\/strong><\/td>\n1,072<\/strong><\/td>\n3,461<\/strong><\/td>\n4,582<\/strong><\/td>\n188<\/strong><\/td>\n9,303<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

\u00c7a\u011fr\u0131 merkezinde \u00e7al\u0131\u015fanlar\u0131n y\u00fczde 12\u2019si lise, y\u00fczde 37\u2019si \u00f6n lisans, y\u00fczde 49\u2019u lisans, y\u00fczde 2\u2019si ise y\u00fcksek lisans ve doktora diplomas\u0131na sahiptir.<\/p>\n

M\u00fc\u015fteri temsilcilerinin y\u00fczde 89\u2019u y\u00fcksek\u00f6\u011fretim kurumlar\u0131n\u0131 bitirmi\u015f ve lisans\u00fcst\u00fc e\u011fitim yapm\u0131\u015f personel olu\u015fturmaktad\u0131r. Bu oran, destek hizmeti veren personelde y\u00fczde 82, y\u00f6neticilerde ise y\u00fczde 91\u2019dir.<\/p>\n

\u00c7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fanlar\u0131nda 243 ki\u015fi Sermaye Piyasas\u0131 Kurumu lisans\u0131na sahiptir. Yabanc\u0131 dili olanlar 470 ki\u015fidir.<\/p>\n

2.\u00c7a\u011fr\u0131 Merkezi \u00c7a\u011fr\u0131 \u00d6zellikleri<\/strong><\/p>\n

2.1. Bankalar son \u00fc\u00e7 ayda 124 milyon \u00e7a\u011fr\u0131 ald\u0131lar ve y\u00fczde 92\u2019sini cevapland\u0131rd\u0131lar.<\/strong><\/p>\n

Ekim-Aral\u0131k 2017 d\u00f6nemi itibariyle, \u00e7a\u011fr\u0131 merkezlerine gelen toplam \u00e7a\u011fr\u0131 say\u0131s\u0131 bir \u00f6nceki d\u00f6neme g\u00f6re 1,4 milyon adet (y\u00fczde 1) artarak 124 milyon 102 bin olmu\u015ftur. Yine ayn\u0131 d\u00f6nem itibariyle, \u00e7a\u011fr\u0131 merkezlerinden giden toplam \u00e7a\u011fr\u0131 say\u0131s\u0131 bir \u00f6nceki d\u00f6neme g\u00f6re 5 milyon adet (y\u00fczde 27) artarak 23 milyon 744 bin olmu\u015ftur.<\/p>\n

\u00c7a\u011fr\u0131 Merkezi \u00c7a\u011fr\u0131 \u00d6zellikleri<\/strong><\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
<\/td>\n\n

Temmuz-Eyl\u00fcl <\/strong><\/p>\n

2017<\/strong><\/p>\n<\/td>\n

\n

Ekim-Aral\u0131k 2017<\/strong><\/p>\n<\/td>\n<\/tr>\n

Gelen \u00e7a\u011fr\u0131 <\/strong><\/td>\n<\/td>\n<\/td>\n<\/tr>\n
\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Toplam gelen \u00e7a\u011fr\u0131 say\u0131s\u0131 (bin)<\/td>\n122.746<\/td>\n124.102<\/td>\n<\/tr>\n
\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 M\u00fc\u015fteri temsilcisine gelen \u00e7a\u011fr\u0131 say\u0131s\u0131 (bin)<\/td>\n45.462<\/td>\n46.165<\/td>\n<\/tr>\n
\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Kar\u015f\u0131lama oran\u0131 (y\u00fczde)<\/td>\n91<\/td>\n92<\/td>\n<\/tr>\n
\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ortalama konu\u015fma s\u00fcresi (saniye)<\/td>\n171<\/td>\n170<\/td>\n<\/tr>\n
<\/td>\n<\/td>\n<\/td>\n<\/tr>\n
D\u0131\u015f arama <\/strong><\/td>\n<\/td>\n<\/td>\n<\/tr>\n
\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Toplam giden \u00e7a\u011fr\u0131 say\u0131s\u0131 (bin)<\/td>\n18.742<\/td>\n23.744<\/td>\n<\/tr>\n
\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ula\u015fma oran\u0131 (y\u00fczde)<\/td>\n55<\/td>\n52<\/td>\n<\/tr>\n
\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ortalama konu\u015fma s\u00fcresi (saniye)<\/td>\n164<\/td>\n157<\/td>\n<\/tr>\n
\u00a0<\/strong><\/td>\n<\/td>\n<\/td>\n<\/tr>\n
Gelen e-posta say\u0131s\u0131<\/td>\n348.892<\/td>\n344.994<\/td>\n<\/tr>\n
Gelen faks say\u0131s\u0131<\/td>\n6.156<\/td>\n4.798<\/td>\n<\/tr>\n
Chat say\u0131s\u0131<\/td>\n435.074<\/td>\n454.727<\/td>\n<\/tr>\n
IVN (IVR Dialer) Say\u0131s\u0131 (bin)<\/td>\n22.679<\/td>\n22.521<\/td>\n<\/tr>\n
G\u00f6r\u00fcnt\u00fcl\u00fc \u00e7a\u011fr\u0131 say\u0131s\u0131<\/td>\n2.661<\/td>\n1.583<\/td>\n<\/tr>\n
Di\u011fer se\u00e7eneklerin say\u0131s\u0131 (chat \/ co-browsing vb.)<\/td>\n109.045<\/td>\n105.748<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

2.2. \u00c7a\u011fr\u0131 merkezlerinde gelen \u00e7a\u011fr\u0131larda ortalama konu\u015fma s\u00fcresi 170 saniye oldu.<\/strong><\/p>\n

Ekim-Aral\u0131k 2017 d\u00f6nemi itibariyle gelen \u00e7a\u011fr\u0131lar\u0131n y\u00fczde 63\u2019\u00fc sesli yan\u0131t sisteminden, y\u00fczde 37\u2019si ise m\u00fc\u015fteri temsilcileri taraf\u0131ndan kar\u015f\u0131lanm\u0131\u015ft\u0131r. Gelen \u00e7a\u011fr\u0131larda, \u00e7a\u011fr\u0131 sonras\u0131 toparlanma s\u00fcresi 4 saniye, ortalama \u00e7ald\u0131rma s\u00fcresi 1 saniye, ortalama cevaplama s\u00fcresi 73, ortalama \u00e7a\u011fr\u0131 ka\u00e7\u0131rma s\u00fcresi 95 saniyedir.<\/p>\n

Ayn\u0131 d\u00f6nem itibariyle toplam giden \u00e7a\u011fr\u0131larda m\u00fc\u015fterilere ula\u015fma oran\u0131 y\u00fczde 52, ortalama konu\u015fma s\u00fcresi 157 saniyedir. \u00c7a\u011fr\u0131 merkezlerine gelen e-posta say\u0131s\u0131 yakla\u015f\u0131k 345 bin, gelen faks say\u0131s\u0131 5 bin adettir.<\/p>\n

2.3. Di\u011fer \u0130statistikler<\/strong><\/p>\n

Ekim-Aral\u0131k 2017 itibariyle m\u00fc\u015fteri temsilcisi koltuk say\u0131s\u0131 8.465 adettir. Gelen \u00e7a\u011fr\u0131da m\u00fc\u015fteri temsilcisi ba\u015f\u0131na de\u011ferlendirilen \u00e7a\u011fr\u0131 say\u0131s\u0131 14 adet, d\u0131\u015f aramada 18 adettir. Gelen \u00e7a\u011fr\u0131da ilk amire d\u00fc\u015fen m\u00fc\u015fteri temsilcisi say\u0131s\u0131 20 adet, giden \u00e7a\u011fr\u0131da 14 adettir. M\u00fc\u015fteri temsilcilerinin gelen \u00e7a\u011fr\u0131da haz\u0131rl\u0131k d\u00f6nemi e\u011fitim s\u00fcresi ortalama 209 saat, giden \u00e7a\u011fr\u0131da 138 saattir.<\/p>\n

\u00c7a\u011fr\u0131 merkezlerinde gelen \u00e7a\u011fr\u0131da \u00e7al\u0131\u015fan m\u00fc\u015fteri temsilcisinin g\u00fcnl\u00fck ihtiya\u00e7 molas\u0131 s\u00fcresi 9 saatlik \u00e7al\u0131\u015fma periyodu i\u00e7inde 40 dakika, yemek molas\u0131 s\u00fcresi 52 dakikad\u0131r. Ayn\u0131 de\u011ferler d\u0131\u015f aramada 39 dakika ve 52 dakika \u015feklindedir.<\/p>\n

2.4. Finansal \u0130\u015flemler[2]<\/strong><\/p>\n

Ekim-Aral\u0131k 2017 d\u00f6nemi itibariyle, muhasebe kayd\u0131 yaratan finansal i\u015flemlerin toplam\u0131 2,3 milyon adet, hacmi ise 11,5 milyar TL\u2019dir.<\/p>\n

<\/i><\/span><\/div>\n

[1] Mevduat bankalar\u0131 ile kalk\u0131nma ve yat\u0131r\u0131m bankalar\u0131n\u0131 kapsamaktad\u0131r. \u00c7a\u011fr\u0131 merkezleri konusunda tan\u0131t\u0131c\u0131 bilgi Aral\u0131k 2008 raporunda bulunmaktad\u0131r.<\/p>\n

[2] Finansal i\u015flem adet ve hacim bilgisi 18 banka verisidir.<\/p>\n","protected":false},"excerpt":{"rendered":"

Aral\u0131k 2017 \u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fan Say\u0131s\u0131 Aral\u0131k 2017\u00a0\u00c7a\u011fr\u0131 Merkezleri \u0130statistikleri[1] \u00c7a\u011fr\u0131 merkezi hizmetleri ve bu hizmetlerin kullan\u0131lmas\u0131na ili\u015fkin istatistiki bilgileri i\u00e7eren ve bankalar\u0131n d\u00f6nem i\u00e7indeki geli\u015fmelerini izlemeyi ama\u00e7layan bu rapor Aral\u0131k 2008 d\u00f6neminden itibaren \u00fc\u00e7er ayl\u0131k d\u00f6nemler halinde yay\u0131nlanmaktad\u0131r. Aral\u0131k 2017 d\u00f6nemi itibariyle 25 banka verisinden olu\u015fmaktad\u0131r. 1.\u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fan Say\u0131s\u0131 1.1. \u00c7a\u011fr\u0131 merkezlerinde \u00e7al\u0131\u015fan…<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[1],"tags":[],"yoast_head":"\nAral\u0131k 2017 \u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fan Say\u0131s\u0131 - Ba\u015fta\u015f Dan\u0131\u015fmanl\u0131k<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bastasdanismanlik.com.tr\/2021\/06\/yayinlarimiz\/haber\/aralik-2017-cagri-merkezi-calisan-sayisi\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Aral\u0131k 2017 \u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fan Say\u0131s\u0131 - Ba\u015fta\u015f Dan\u0131\u015fmanl\u0131k\" \/>\n<meta property=\"og:description\" content=\"Aral\u0131k 2017 \u00c7a\u011fr\u0131 Merkezi \u00c7al\u0131\u015fan Say\u0131s\u0131 Aral\u0131k 2017\u00a0\u00c7a\u011fr\u0131 Merkezleri \u0130statistikleri[1] \u00c7a\u011fr\u0131 merkezi hizmetleri ve bu hizmetlerin kullan\u0131lmas\u0131na ili\u015fkin istatistiki bilgileri i\u00e7eren ve bankalar\u0131n d\u00f6nem i\u00e7indeki geli\u015fmelerini izlemeyi ama\u00e7layan bu rapor Aral\u0131k 2008 d\u00f6neminden itibaren \u00fc\u00e7er ayl\u0131k d\u00f6nemler halinde yay\u0131nlanmaktad\u0131r. 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