Call center, institutions get demands made by
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The document summarizes call center statistics from October to December 2011 and January to March 2012. It shows the total number of inbound and outbound calls, email, fax, and other contacts. The number of incoming calls handled by customer representatives increased from 31.446 thousand to 33.593 thousand. The average talk time for inbound calls increased from 81 to 125 seconds. The number of outbound calls increased from 6.370 thousand to 7.294 thousand, while the reach rate decreased from 67% to 65%.
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Call center, institutions get demands made by
- 1. Call center, institutions get demands made by telephone and they have to forward that other units of the departmant. Profit for the main purpose of a call center for a company, product or information from the customers demands are met. In addition to these, a call center inbound call; order, technical support, customer service, report, outbound call, tele marketing, promotion campaign, product services and reminder of the debt take of care as services. The biggest advantage of call centers, improving the efficiency of business processes and customer transactions, depending on the development process is provided.
- 2. Call Center Call Features October to December 2011 January to March 2012 Inbound call Total number of incoming calls (thousand) 71.146 75.377 The number of the incoming call customer representatives (thousand) 31.446 33.593 93 92 145 149 6.370 7.294 Reaching rate (percent) 67 65 Average talk time (second) 81 125 Number of incoming e-mail 109.200 128.363 The number of incoming fax 28.788 24.773 464.420 486.273 Coverage ratio (percent) Average talk time (second) Outbound call Total number of outbound call (thousand) Number of other options (chat / co-browsing vb.) TBB/ Statistical Reports / Call center statistics / March 2012
- 3. The Number of Call Center Employees December 2011 female Number of customer service representative male Total March 2012 Average Age Female Male Total Average Age Net Change 4.326 1.346 5.672 25 4.404 1.483 5.887 26 215 Number of support services staff 278 115 393 29 277 127 404 30 11 The number of managers 436 274 710 32 449 247 696 32 -14 5.040 1.735 6.775 - 5.130 1.857 6.987 - 212 Total number of employees in the call center
- 4. General comments about the sector - Turkey's growth rate in the last three years, "14 percent". - In Turkey with a history of approximately 15 years of the call center sector continues to grow rapidly. - The growing demand for in the public sector call center, has triggered the growth of the market in general. - The total investment in the call center sector in the last 5 years, about 250 million TL - 100-500 people have one call center customer service representative in the world. However, In Turkey, 1,850 people have one call center customer service representative.