{"id":4315,"date":"2017-12-01T22:36:24","date_gmt":"2017-12-01T19:36:24","guid":{"rendered":"https:\/\/test1.xsights.co.uk\/?p=4315"},"modified":"2023-04-27T13:49:03","modified_gmt":"2023-04-27T10:49:03","slug":"2017-turkiye-cagri-merkezi-sektoru-arastirma-raporu-sonuclari-aciklandi","status":"publish","type":"post","link":"https:\/\/www.xsights.co.uk\/tr\/2017-turkiye-cagri-merkezi-sektoru-arastirma-raporu-sonuclari-aciklandi\/","title":{"rendered":"2017 T\u00fcrkiye \u00c7a\u011fr\u0131 Merkezi Sekt\u00f6r\u00fc Ara\u015ft\u0131rma Raporu Sonu\u00e7lar\u0131 A\u00e7\u0131kland\u0131"},"content":{"rendered":"\n

Xsights Ara\u015ft\u0131rma ve Dan\u0131\u015fmanl\u0131k proje y\u00f6netiminde ger\u00e7ekle\u015fen ara\u015ft\u0131rmaya g\u00f6re ge\u00e7ti\u011fimiz y\u0131l sekt\u00f6r\u00fcn sa\u011flad\u0131\u011f\u0131 istihdam say\u0131s\u0131 85 bin iken bu y\u0131l y\u00fczde 7\u2019lik b\u00fcy\u00fcme g\u00f6stererek 91 bin ki\u015fiye ula\u015ft\u0131.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

\u00c7a\u011fr\u0131 merkezi pazar b\u00fcy\u00fckl\u00fc\u011f\u00fc 5,1 milyara, istihdam ise 105 bine ula\u015ft\u0131<\/strong><\/p>\n\n\n\n

\u00c7a\u011fr\u0131 Merkezleri Derne\u011fi, 2017 T\u00fcrkiye \u00c7a\u011fr\u0131 Merkezi Sekt\u00f6r\u00fc pazar verilerini a\u00e7\u0131klad\u0131. Rapora g\u00f6re pazar b\u00fcy\u00fckl\u00fc\u011f\u00fc 2017\u2019de y\u00fczde 13,3 b\u00fcy\u00fcyerek 5,1 milyar TL\u2019ye ula\u015ft\u0131.<\/p>\n\n\n\n

Sekt\u00f6r\u00fcn\u00fcn bilgi merkezi ve referans noktas\u0131 olan \u00c7a\u011fr\u0131 Merkezleri Derne\u011fi taraf\u0131ndan her y\u0131l ger\u00e7ekle\u015ftirilen ara\u015ft\u0131rma sonucu 2017 y\u0131l\u0131 i\u00e7in sekt\u00f6r pazar verileri a\u00e7\u0131kland\u0131.<\/p>\n\n\n\n

Xsights Ara\u015ft\u0131rma ve Dan\u0131\u015fmanl\u0131k proje y\u00f6netiminde ger\u00e7ekle\u015fen ara\u015ft\u0131rmaya g\u00f6re ge\u00e7ti\u011fimiz y\u0131l sekt\u00f6r\u00fcn sa\u011flad\u0131\u011f\u0131 istihdam say\u0131s\u0131 85 bin iken bu y\u0131l y\u00fczde 7\u2019lik b\u00fcy\u00fcme g\u00f6stererek 91 bin ki\u015fiye ula\u015ft\u0131. Tak\u0131m lideri, y\u00f6netici ve idari kadro ile birlikte say\u0131 yakla\u015f\u0131k 105 bin oldu.<\/p>\n\n\n\n

\u00c7a\u011fr\u0131 Merkezleri Derne\u011fi Y\u00f6netim Kurulu Ba\u015fkan\u0131 Metin Tarak\u00e7\u0131, \u00e7a\u011fr\u0131 merkezi pazar\u0131n\u0131n 2018 y\u0131l\u0131nda da b\u00fcy\u00fcmeye devam edece\u011fini belirterek; \u201c\u00d6n\u00fcm\u00fczdeki y\u0131l istihdam\u0131n y\u00fczde 5 b\u00fcy\u00fcme oran\u0131yla 110 bine ula\u015fmas\u0131n\u0131 \u00f6ng\u00f6r\u00fcyoruz. Bu rakam\u0131n 95 binini m\u00fc\u015fteri temsilcilerinin olu\u015fturmas\u0131 bekleniyor. \u00c7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcn\u00fcn dinamik ve gen\u00e7 bir yap\u0131ya sahip olmas\u0131, ayr\u0131ca e\u011fitimli bireyleri istihdam etmesi sekt\u00f6re esnek \u00e7\u00f6z\u00fcmler \u00fcretebilme kabiliyeti kazand\u0131r\u0131yor. Nitekim kurumlar da \u00e7a\u011fr\u0131 merkezinin \u00f6neminin fark\u0131nda ve bu do\u011frultuda ad\u0131mlar at\u0131yor. Sekt\u00f6r ayr\u0131ca uluslararas\u0131 hizmet verebilme yetisi sayesinde b\u00fcy\u00fck bir potansiyele sahip\u201d dedi.<\/p>\n\n\n\n

Yap\u0131lan ara\u015ft\u0131rmaya g\u00f6re, sekt\u00f6rdeki istihdam\u0131n y\u00fczde 23\u2019\u00fc telekom\u00fcnikasyon alan\u0131nda hizmet veriyor. Onu y\u00fczde 17 ile finans, y\u00fczde 13 ile t\u00fcketim \u00fcr\u00fcnleri, y\u00fczde 12 ile e\u011flence ve medya, y\u00fczde 7 ile perakende noktalar\u0131 takip ediyor.<\/p>\n\n\n\n

\u0130stihdam\u0131n y\u00fczde 44\u2019\u00fc \u00fc\u00e7 b\u00fcy\u00fck il d\u0131\u015f\u0131nda<\/strong><\/p>\n\n\n\n

Sekt\u00f6rde istihdam\u0131n y\u00fczde 44\u2019\u00fc \u00fc\u00e7 b\u00fcy\u00fck il d\u0131\u015f\u0131ndaki illerde ger\u00e7ekle\u015fiyor. \u0130lk \u00fc\u00e7 b\u00fcy\u00fck ildeki rakamlar ise \u015f\u00f6yle: \u0130stanbul y\u00fczde 39, Ankara y\u00fczde 12, \u0130zmir y\u00fczde 5.<\/p>\n\n\n\n

Gelen-giden arama toplam\u0131 2,5 milyar<\/strong><\/p>\n\n\n\n

\u00c7a\u011fr\u0131 merkezlerinde ge\u00e7ti\u011fimiz y\u0131l 2,2 milyar gelen\/giden arama ger\u00e7ekle\u015firken 2017\u2019de bu say\u0131 2,5 milyar adete y\u00fckseldi. Gelen aramalar\u0131n b\u00fcy\u00fck \u00e7o\u011funlu\u011funu  \u00fcr\u00fcn\/hizmet bilgisi almak ama\u00e7l\u0131 yap\u0131lan aramalar olu\u015ftururken, giden aramalar\u0131n ise sat\u0131\u015f\/pazarlama amac\u0131yla yap\u0131ld\u0131\u011f\u0131 g\u00f6r\u00fcl\u00fcyor. 2017 y\u0131l\u0131nda gelen aramalar\u0131n y\u00fczde 59\u2019u \u00fcr\u00fcn\/hizmet bilgisi maksatl\u0131 yap\u0131l\u0131rken, y\u00fczde 14\u2019\u00fc teknik destek, y\u00fczde 7\u2019si sipari\u015f\/sat\u0131n alma, y\u00fczde 6\u2019s\u0131 i\u015flem ve y\u00fczde 4\u2019\u00fc \u015fikayet y\u00f6netimi maksad\u0131yla yap\u0131ld\u0131.<\/p>\n\n\n\n

Sosyal mecralara entegre oldu<\/strong><\/p>\n\n\n\n

\u00c7a\u011fr\u0131 merkezi hizmeti sunulan kanallar aras\u0131nda telefon ilk s\u0131rada yer al\u0131yor. \u00c7a\u011fr\u0131 merkezlerinin y\u00fczde 67\u2019sinin sosyal medya mecralar\u0131na entegre oldu\u011fu g\u00f6r\u00fcl\u00fcyor.<\/p>\n\n\n\n

M\u00fc\u015fteri temsilcilerinin y\u00fczde 66\u2019s\u0131 kad\u0131n<\/strong><\/p>\n\n\n\n

\u00c7a\u011fr\u0131 merkezlerinde \u00e7al\u0131\u015fan m\u00fc\u015fteri temsilcilerinin y\u00fczde 66\u2019s\u0131n\u0131 kad\u0131nlar olu\u015fturuyor. Bu oran ge\u00e7ti\u011fimiz y\u0131l y\u00fczde 64\u2019t\u00fc. \u00c7al\u0131\u015fanlar\u0131n ya\u015f ortalamas\u0131 ise 26,5. \u00c7al\u0131\u015fanlar\u0131n y\u00fczde 48\u2019i \u00fcniversite mezunu. Sekt\u00f6rde m\u00fc\u015fteri temsilcilerinin ortalama maa\u015f\u0131 1,630 TL iken y\u00fczde 41\u2019i asgari \u00fccret al\u0131yor.<\/p>\n\n\n\n

Almanca bilenler art\u0131yor<\/strong><\/p>\n\n\n\n

Yabanc\u0131 dilde hizmet veren m\u00fc\u015fteri temsilcilerinin say\u0131s\u0131 ise yakla\u015f\u0131k 5 bin 700. \u00c7al\u0131\u015fanlar\u0131n y\u00fczde 53\u2019\u00fc Almanca, y\u00fczde 31\u2019i \u0130ngilizce, y\u00fczde 11\u2019i Frans\u0131zca, y\u00fczde 3\u2019\u00fc Arap\u00e7a dillerinde hizmet veriyor. M\u00fc\u015fteri temsilcilerinin ortalama \u00e7al\u0131\u015fma s\u00fcreleri ise 2017 y\u0131l\u0131nda 2 y\u0131l olarak ger\u00e7ekle\u015fti.<\/p>\n","protected":false},"excerpt":{"rendered":"

Xsights Ara\u015ft\u0131rma ve Dan\u0131\u015fmanl\u0131k proje y\u00f6netiminde ger\u00e7ekle\u015fen ara\u015ft\u0131rmaya g\u00f6re ge\u00e7ti\u011fimiz y\u0131l sekt\u00f6r\u00fcn sa\u011flad\u0131\u011f\u0131 istihdam say\u0131s\u0131 85 bin iken bu y\u0131l y\u00fczde 7\u2019lik b\u00fcy\u00fcme g\u00f6stererek 91 bin ki\u015fiye ula\u015ft\u0131. \u00c7a\u011fr\u0131 merkezi pazar b\u00fcy\u00fckl\u00fc\u011f\u00fc 5,1 milyara, istihdam ise 105 bine ula\u015ft\u0131 \u00c7a\u011fr\u0131 Merkezleri Derne\u011fi, 2017 T\u00fcrkiye \u00c7a\u011fr\u0131 Merkezi Sekt\u00f6r\u00fc pazar verilerini a\u00e7\u0131klad\u0131. Rapora g\u00f6re pazar b\u00fcy\u00fckl\u00fc\u011f\u00fc 2017\u2019de […]<\/p>\n","protected":false},"author":3,"featured_media":2696,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[133],"tags":[],"class_list":["post-4315","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-one-cikanlar"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/posts\/4315","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/comments?post=4315"}],"version-history":[{"count":0,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/posts\/4315\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/media\/2696"}],"wp:attachment":[{"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/media?parent=4315"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/categories?post=4315"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/tags?post=4315"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}