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Article : Turkish Call Center Market Update
Turkey has more than 2 Million young people who seek jobs. Most of these people are University graduated. Last year one out of ten people has been fired from SME's. A new way of creating job opportunity for urban areas, is building low cost call centers in those areas. Some of the big players invested new call center organizations in those areas, such as in Diyarbakir (southeast of Turkey), or in Erzurum( East of Turkey). These people are well educated and suitable for call center services. More than 3000 People has been hired for these new call centers. The key is people work for less, and they operate in low cost environment.
Cost to generate a new position for a call center is far less than any other business enterprise. On the other hand, people like to make any business on phone. Turkey has more than 60 million GSM users and 16 Million fixed line users. Government also recognized that Call Center investments are easy way to develop new job opportunities. Main problem is to export those services to other countries, where we need foreign language skills. Some of big European Firms like Lufthansa and others already use Turkish call center services, with German Language. These new business lines will grove with language skills for sure.
Turkey expects to have more than 65.000 agents in 2013. Today there are 35.000 seats available only. Approximately 300 companies are operating in Turkey. Mainly finance telecom and services are using call centers.
Turkey has competitive advantage due to young population and telecommunication infrastructure. People are ready to learn computer and phone language. Most people even do not speak English, but use English version of windows and other applications. They know (so to say) computer language of English version. Credit cards are famous payment tool in Turkey. This encourage e-sales and telesales infrastructure. People adapted to give their card info on phone. There are call centers who sell technology products on phone and each b2c call center develops 200 K revenue per agent per month. Banks are very interested to collect delayed payments on phone. Some of famous lawyer companies prefer to collect money via call centers. Remote services such as help desks, assistant services are developing new solutions via call centers.
Most business people nowadays recognized that Call Centers are most effective way to sell or give service. They try to challenge this with their existent IT team, where they do not understand this business anyway. Either they suffer and go to an outsourcing company, or they stop this service. Lots of new outsource companies do not have any service level agreements. Either they lost customer info, or they sell this info to others. The challenge here is to use consultants and do their jobs themselves. CRM and ERP applications are needed to operate effectively. These systems must be incorporated into call center systems. Call screening, and call reports must be red effectively. Call centers are the best systems to control workers during the job. These systems creates very effective management, if supervisors use reportings effectively.
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About Tayfun Turkalp:
Tayfun was managing marketing and sales team in NCR Turkey for more than 10 years. He was leading Alcatel Enterprise division for more than 5 years. He established the first Telemarketing team in Turkey. Now he teaches and manages Call center managers.
Iletikom provides sales training and coaching programs.
Published: Saturday, December 25, 2010