{"id":4698,"date":"2019-04-11T11:27:28","date_gmt":"2019-04-11T08:27:28","guid":{"rendered":"https:\/\/test1.xsights.co.uk\/?p=4698"},"modified":"2023-04-27T10:55:18","modified_gmt":"2023-04-27T07:55:18","slug":"cagri-merkezleri-dernegi-icin-sektor-buyuklugu-arastirmamizin-sonuclari-duyuruldu","status":"publish","type":"post","link":"https:\/\/www.xsights.co.uk\/tr\/cagri-merkezleri-dernegi-icin-sektor-buyuklugu-arastirmamizin-sonuclari-duyuruldu\/","title":{"rendered":"\u00c7a\u011fr\u0131 Merkezleri Derne\u011fi i\u00e7in Sekt\u00f6r B\u00fcy\u00fckl\u00fc\u011f\u00fc Ara\u015ft\u0131rmam\u0131z\u0131n Sonu\u00e7lar\u0131 Duyuruldu!"},"content":{"rendered":"\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"110\" height=\"71\" src=\"https:\/\/test1.xsights.co.uk\/wp-content\/uploads\/2023\/02\/image-38.png\" alt=\"\" class=\"wp-image-4699\"\/><\/figure>\n\n\n\n<p><strong>\u00c7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcn\u00fcn sa\u011flad\u0131\u011f\u0131 istihdam<\/strong><\/p>\n\n\n\n<p><strong>108 bin ki\u015fiye ula\u015ft\u0131<\/strong><\/p>\n\n\n\n<p><em>\u00c7a\u011fr\u0131 Merkezleri Derne\u011fi taraf\u0131ndan a\u00e7\u0131klanan 2018 T\u00fcrkiye \u00c7a\u011fr\u0131 Merkezi Pazar Verilerine g\u00f6re sekt\u00f6r, \u00fclke genelinde 67 ilde yapt\u0131\u011f\u0131 yat\u0131r\u0131m ile istihdama katk\u0131 sa\u011flamaya devam ediyor.<\/em><\/p>\n\n\n\n<p>Sekt\u00f6r\u00fcn\u00fcn bilgi merkezi ve referans noktas\u0131 olan \u00c7a\u011fr\u0131 Merkezleri Derne\u011fi, her y\u0131l g\u00fcncelleyerek yay\u0131nlad\u0131\u011f\u0131, T\u00fcrkiye\u2019de \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcne \u0131\u015f\u0131k tutan kaynak niteli\u011findeki 2018 T\u00fcrkiye \u00c7a\u011fr\u0131 Merkezi Pazar Ara\u015ft\u0131rmas\u0131n\u0131n sonu\u00e7lar\u0131n\u0131, 11 Nisan 2019 tarihinde, Raffles Hotel \u0130stanbul\u2019da d\u00fczenledi\u011fi bas\u0131n toplant\u0131s\u0131nda kamuoyu ile payla\u015ft\u0131. M\u00fc\u015fteri hizmetleri alan\u0131nda faaliyet g\u00f6steren firmalar\u0131n yan\u0131 s\u0131ra t\u00fcm markalar\u0131 yak\u0131ndan ilgilendiren bu rapor, sekt\u00f6r\u00fcn son bir y\u0131l\u0131n\u0131 detayl\u0131 analizlerle mercek alt\u0131na al\u0131yor. \u00c7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcnde faaliyet g\u00f6steren 118 farkl\u0131 firmayla yap\u0131lan anket \u00e7al\u0131\u015fmalar\u0131 ve 20 sekt\u00f6r lideriyle ger\u00e7ekle\u015fen birebir g\u00f6r\u00fc\u015fmeler neticesinde olu\u015fturulan rapor, i\u00e7 kaynak (in-house) ve d\u0131\u015f kaynak (outsource) sistemiyle \u00e7al\u0131\u015fan \u015firketlerin yan\u0131 s\u0131ra iki sistemi birlikte kullanan kurulu\u015flar\u0131 da kaps\u0131yor.&nbsp;<\/p>\n\n\n\n<p><strong>\u0130stihdama katk\u0131 devam ediyor<\/strong><\/p>\n\n\n\n<p>2018 verilerine g\u00f6re sekt\u00f6r\u00fcn pazar b\u00fcy\u00fckl\u00fc\u011f\u00fcn\u00fcn ge\u00e7en y\u0131la oranla y\u00fczde 21,5\u2019lik bir b\u00fcy\u00fcme ile 6.2 Milyar TL\u2019ye ula\u015ft\u0131\u011f\u0131 g\u00f6r\u00fcl\u00fcyor. T\u00fcrkiye genelindeki m\u00fc\u015fteri temsilcisi say\u0131s\u0131n\u0131n y\u00fczde 5,5 oran\u0131nda artarak 96 bin ki\u015fiye ula\u015ft\u0131\u011f\u0131, y\u00f6netici ve destek kadrolarla birlikte ise toplamda sa\u011flanan istihdam\u0131n 108 bin ki\u015fi oldu\u011fu a\u00e7\u0131kland\u0131. 2019 y\u0131l\u0131na ili\u015fkin \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fc istihdam \u00f6ng\u00f6r\u00fcs\u00fc ise toplamda 112 bin ki\u015fi olarak a\u00e7\u0131kland\u0131.<\/p>\n\n\n\n<p><strong>\u0130stihdam\u0131n %50\u2019si telekom\u00fcnikasyon, finans ve kamu \u00e7a\u011fr\u0131 merkezlerinde<\/strong><\/p>\n\n\n\n<p>\u00dclke genelindeki istihdam oranlar\u0131nda birincilik y\u00fczde 26\u2019l\u0131k bir oranla telekom\u00fcnikasyon firmalar\u0131na, ikincilik ise y\u00fczde 13\u2019l\u00fck bir oranla finans sekt\u00f6r\u00fcne gidiyor. \u0130ki sekt\u00f6r\u00fcn s\u0131ralamas\u0131 ge\u00e7en y\u0131ldan bu yana sabit kal\u0131rken kamu kurumlar\u0131 ise onunculuktan \u00fc\u00e7\u00fcnc\u00fcl\u00fc\u011fe y\u00fckseliyor. Y\u00fczde 11\u2019lik bir oran ile finans sekt\u00f6r\u00fcn\u00fc yak\u0131ndan takip eden kamu kurumlar\u0131n\u0131n ard\u0131ndan y\u00fczde 10\u2019luk bir oran ile g\u0131da, tekstil ve beyaz e\u015fya \u00fcreticilerinden olu\u015fan t\u00fcketim \u00fcr\u00fcnleri sekt\u00f6r\u00fc geliyor. Listenin devam\u0131nda bulunan firmalar ise s\u0131ras\u0131yla bili\u015fim (%8), ta\u015f\u0131mac\u0131l\u0131k\/ lojistik (%6), e-ticaret (%6), enerji\/altyap\u0131 (%5), sa\u011fl\u0131k (%5), e\u011flence\/medya (%4), perakende noktalar\u0131 (%3), konaklama\/acente\/turizm (%1) ve di\u011fer (%2) olarak s\u0131ralan\u0131yor.<\/p>\n\n\n\n<p><strong>\u00dclkemizde 67 ilde en az 1 \u00e7a\u011fr\u0131 merkezi yat\u0131r\u0131m\u0131 mevcut<\/strong><\/p>\n\n\n\n<p>3 b\u00fcy\u00fck \u015fehrin d\u0131\u015f\u0131nda kalan di\u011fer Anadolu illerinde \u00e7a\u011fr\u0131 merkezlerine yap\u0131lan yat\u0131r\u0131m oran\u0131 y\u00fczde 44 iken, bu y\u0131l y\u00fczde 56\u2019ya y\u00fckselmi\u015f durumda. Ge\u00e7ti\u011fimiz y\u0131l sekt\u00f6r\u00fcn y\u00fczde 39\u2019unu b\u00fcnyesinde bulunduran \u0130stanbul\u2019un bu seneki istihdam oran\u0131 y\u00fczde 26. Ankara ve \u0130zmir ise s\u0131ralamada yer de\u011fi\u015ftiriyor. Ankara\u2019n\u0131n istihdam\u0131 y\u00fczde 7, \u0130zmir\u2019in ise y\u00fczde 11 oran\u0131nda. Ortaya \u00e7\u0131kan bu tablo sekt\u00f6rdeki istihdam da\u011f\u0131l\u0131m\u0131n\u0131n, \u00fc\u00e7 b\u00fcy\u00fck \u015fehirden ba\u015flayarak di\u011fer b\u00f6lgelere do\u011fru yay\u0131ld\u0131\u011f\u0131n\u0131 g\u00f6steriyor.<\/p>\n\n\n\n<p><strong>Dijitalle\u015fme ile birlikte \u00e7a\u011fr\u0131 merkezi hizmetleri de sosyal mecralara entegre oluyor<\/strong><\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezlerinde ge\u00e7ti\u011fimiz y\u0131l 2,5 milyar olan gelen\/giden aramalar\u0131n say\u0131s\u0131, 2018\u2019de 3,2 milyar adete y\u00fckseliyor. Gelen aramalar\u0131n b\u00fcy\u00fck \u00e7o\u011funlu\u011funu \u00fcr\u00fcn\/hizmet bilgisi almay\u0131 ama\u00e7layan aramalar olu\u015ftururken, giden aramalar\u0131n ise sat\u0131\u015f\/pazarlama amac\u0131yla yap\u0131ld\u0131\u011f\u0131 g\u00f6r\u00fcl\u00fcyor. Gelen aramalar\u0131n y\u00fczde 38\u2019i \u00fcr\u00fcn veya hizmetler hakk\u0131nda bilgi almak i\u00e7in yap\u0131l\u0131rken, y\u00fczde 14\u2019\u00fc teknik destek, y\u00fczde 12\u2019si sipari\u015f ve sat\u0131n alma, y\u00fczde 16\u2019s\u0131 i\u015flem, y\u00fczde 11\u2019i de \u015fikayet y\u00f6netimi maksad\u0131yla yap\u0131l\u0131yor. \u00c7a\u011fr\u0131 merkezlerinin hizmet sundu\u011fu geleneksel hizmet kanal\u0131 olan telefon ve SMS\u2019in yan\u0131s\u0131ra, e-mail, sosyal medya, online chat, ve chatbot gibi yeni dijital kanallar\u0131n kullan\u0131m\u0131nda da her ge\u00e7en y\u0131l bir art\u0131\u015f g\u00f6zleniyor. Teknoloji h\u0131zla geli\u015firken vatanda\u015f\u0131n bilgi alma ihtiyac\u0131 de\u011fi\u015fmiyor ve bu noktada \u00e7a\u011fr\u0131 merkezleri de markalar i\u00e7in en kritik rol\u00fc \u00fcstleniyor.<\/p>\n\n\n\n<p><strong>Sekt\u00f6rdeki ortalama \u00e7al\u0131\u015fma s\u00fcresi 3 y\u0131la uzad\u0131<\/strong><\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezlerinde \u00e7al\u0131\u015fan m\u00fc\u015fteri temsilcilerinin y\u00fczde 66\u2019s\u0131n\u0131 ge\u00e7ti\u011fimiz y\u0131l da oldu\u011fu gibi kad\u0131nlar olu\u015fturuyor. \u00c7al\u0131\u015fanlar\u0131n ya\u015f ortalamas\u0131n\u0131n 27 oldu\u011fu sekt\u00f6rde, personellerin y\u00fczde 62\u2019si \u00fcniversite mezunu; bu say\u0131n\u0131n ge\u00e7ti\u011fimiz y\u0131ldan bu yana y\u00fczde 12 oran\u0131nda artt\u0131\u011f\u0131 g\u00f6r\u00fcl\u00fcyor. Sekt\u00f6r\u00fcn y\u00fczde 46\u2019s\u0131n\u0131n ortalama \u00e7al\u0131\u015fma s\u00fcresinin 3 y\u0131la uzamas\u0131 ve nitelikli personel say\u0131s\u0131n\u0131n artmas\u0131 da \u00f6nemli ve sevindirici bir geli\u015fme olarak dikkat \u00e7ekiyor.<\/p>\n\n\n\n<p><strong>Yabanc\u0131 dilde verilen \u00e7a\u011fr\u0131 merkezi hizmetleri potansiyelini koruyor<\/strong><\/p>\n\n\n\n<p>Yabanc\u0131 dilde hizmet veren m\u00fc\u015fteri temsilcisi say\u0131s\u0131, \u00f6nceki y\u0131la oranla y\u00fczde 49 art\u0131\u015f g\u00f6stererek 8500 ki\u015fiye ula\u015ft\u0131. Almanca, ge\u00e7en y\u0131l da oldu\u011fu gibi bu sene de \u00e7a\u011fr\u0131 merkezlerinde en \u00e7ok ihtiya\u00e7 duyulan yabanc\u0131 dillerin ba\u015f\u0131nda geliyor. Yakla\u015f\u0131k 8 bin 500 m\u00fc\u015fteri temsilcisi, t\u00fcketicilere yabanc\u0131 dilde hizmet veriyor. \u00c7al\u0131\u015fanlar\u0131n y\u00fczde 41\u2019i Almanca, y\u00fczde 35\u2019i \u0130ngilizce, y\u00fczde 8\u2019i Frans\u0131zca, y\u00fczde 8\u2019i ise Arap\u00e7a dillerinde hizmet veriyor.<\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcn\u00fcn g\u00fc\u00e7l\u00fc oldu\u011fu alanlar \u015f\u00f6yle s\u0131ralan\u0131yor: Sekt\u00f6r, gen\u00e7 n\u00fcfus ve kad\u0131n istihdam\u0131na \u00f6nc\u00fcl\u00fck ediyor. B\u00f6lgesel ve ulusal ekonomiye katk\u0131 sunuyor. M\u00fc\u015fteri deneyimini ileri teknolojiyle y\u00f6netiyor. Yabanc\u0131 dilde \u00e7a\u011fr\u0131 merkezi hizmeti potansiyeli ta\u015f\u0131yor. Sekt\u00f6r\u00fcn geli\u015fime a\u00e7\u0131k olan y\u00f6nleri ise istihdam te\u015fvi\u011finin artarak s\u00fcrekli hale gelmesi, \u00e7a\u011fr\u0131 merkezi hizmet ihracat\u0131n\u0131n desteklenmesi ve telefon doland\u0131r\u0131c\u0131l\u0131\u011f\u0131 olaylar\u0131na kar\u015f\u0131 al\u0131nan tedbirlerin art\u0131r\u0131lmas\u0131 olarak s\u0131ralan\u0131yor.<\/p>\n\n\n\n<p><strong>\u00c7a\u011fr\u0131 Merkezleri Derne\u011fi hakk\u0131nda:<\/strong><\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131 Merkezleri Derne\u011fi, T\u00fcrkiye\u2019de \u00e7a\u011fr\u0131 merkezleri sekt\u00f6r\u00fcn\u00fcn geli\u015fimini sa\u011flamaya, faaliyet ve etki alan\u0131n\u0131 geni\u015fletmeye y\u00f6nelik i\u015f\/g\u00fc\u00e7 birli\u011fini hedefleyen referans kurulu\u015f olmak \u00fczere, Kas\u0131m 2008 tarihinde 9 kurulu\u015fun ortak giri\u015fimiyle kurulmu\u015ftur. \u00c7a\u011fr\u0131 Merkezleri Derne\u011fi, k\u0131sa s\u00fcrede toplam 52 kurumun \u00fcyeli\u011fiyle sekt\u00f6r\u00fcn yakla\u015f\u0131k y\u00fczde 90\u2019\u0131n\u0131n\u0131 temsil eder konuma gelmi\u015ftir. \u00c7a\u011fr\u0131 Merkezleri Derne\u011fi, \u00e7a\u011fr\u0131 merkezlerinin faaliyet alanlar\u0131n\u0131 kamuoyuna daha iyi tan\u0131tmay\u0131, sunulabilecek katma de\u011ferleri i\u015f d\u00fcnyas\u0131na anlatmay\u0131, mesleki sorunlar\u0131 payla\u015fmay\u0131, de\u011fi\u015fik payda\u015flar aras\u0131nda bir ileti\u015fim ve uzla\u015f\u0131 platformu olmay\u0131 ve sekt\u00f6r problemlerine \u00e7\u00f6z\u00fcm getirmeyi ama\u00e7lamaktad\u0131r. \u00c7a\u011fr\u0131 Merkezleri Derne\u011fi hakk\u0131nda daha ayr\u0131nt\u0131l\u0131 bilgiyi&nbsp;<a href=\"http:\/\/www.cagrimerkezleridernegi.org\" rel=\"nofollow noopener\" target=\"_blank\">www.cagrimerkezleridernegi.org<\/a>&nbsp;adresinden edinebilirsiniz.<\/p>\n\n\n\n<p><strong>Xsights Ara\u015ft\u0131rma ve Dan\u0131\u015fmanl\u0131k (<a href=\"http:\/\/www.xsights.co.uk\">www.xsights.co.uk<\/a>) hakk\u0131nda<\/strong><\/p>\n\n\n\n<p>2004 y\u0131l\u0131nda Londra\u2019da kurulan XSIGHTS, analitik d\u00fc\u015f\u00fcnce ve sadeli\u011fe inanan bir ara\u015ft\u0131rma \u015firketidir. Xsights\u2019\u0131n \u00f6nerileri en sade ve uygulanabilir olmas\u0131yla \u00f6ne \u00e7\u0131kmaktad\u0131r. Yap\u0131lan t\u00fcm analizler, m\u00fc\u015fterilerimize en faydal\u0131 i\u00e7 g\u00f6r\u00fcleri sa\u011flamak i\u00e7in, en uygun istatiksel y\u00f6ntemlerden faydalanarak yap\u0131lmaktad\u0131r. Xsights elde edilen verilerden maksimum fayday\u0131 sa\u011flamak i\u00e7in, toplanan verilerin d\u0131\u015f\u0131nda, sekt\u00f6r \u015fartlar\u0131 ve makro seviyedeki de\u011fi\u015fkenleri de hesaba katarak, veriye dayanan \u00f6nerilerde bulunur. Ulusal ve uluslararas\u0131 deneyimine dayanarak mevcut gereken eksikliklerin giderilmesi ve g\u00fc\u00e7l\u00fc yanlar\u0131n daha fazla \u00f6ne \u00e7\u0131kar\u0131lmas\u0131 i\u00e7in yol haritas\u0131 \u00e7\u0131karmaktad\u0131r. Xsights, ula\u015f\u0131lan sonu\u00e7lar\u0131n farkl\u0131 payda\u015flara iletilmesi noktas\u0131nda m\u00fc\u015fterilerine destek vermekte, ara\u015ft\u0131rma sonu\u00e7lar\u0131n\u0131n uygulanabilmesi i\u00e7in \u00e7\u00f6z\u00fcm \u00f6nerileri sunmaktad\u0131r.<\/p>\n\n\n\n<p><strong>Daha fazla bilgi i\u00e7in:<\/strong><\/p>\n\n\n\n<p>Selin Oran \u2013 P\u0130AR \u0130leti\u015fim<\/p>\n\n\n\n<p>Selin.oran@piariletisim.com<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00c7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcn\u00fcn sa\u011flad\u0131\u011f\u0131 istihdam 108 bin ki\u015fiye ula\u015ft\u0131 \u00c7a\u011fr\u0131 Merkezleri Derne\u011fi taraf\u0131ndan a\u00e7\u0131klanan 2018 T\u00fcrkiye \u00c7a\u011fr\u0131 Merkezi Pazar Verilerine g\u00f6re sekt\u00f6r, \u00fclke genelinde 67 ilde yapt\u0131\u011f\u0131 yat\u0131r\u0131m ile istihdama katk\u0131 sa\u011flamaya devam ediyor. Sekt\u00f6r\u00fcn\u00fcn bilgi merkezi ve referans noktas\u0131 olan \u00c7a\u011fr\u0131 Merkezleri Derne\u011fi, her y\u0131l g\u00fcncelleyerek yay\u0131nlad\u0131\u011f\u0131, T\u00fcrkiye\u2019de \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcne \u0131\u015f\u0131k tutan kaynak [&hellip;]<\/p>\n","protected":false},"author":5,"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-4698","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\/4698","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\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/comments?post=4698"}],"version-history":[{"count":0,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/posts\/4698\/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=4698"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/categories?post=4698"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.xsights.co.uk\/tr\/wp-json\/wp\/v2\/tags?post=4698"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}