Call Center Industry In Turkey

Call Centers Association in Turkey is Industry reference point in Turkey. Call Centers Association updates and publishes Market Research regarding Call Center Industry in Turkey every year and sheds light on the call center industry in Turkey. Latest Turkey’s Call Center Market Research, April 11, 2019 was shared with the public at a press conference Raffles Hotel in Istanbul . This report, which is closely related to all brands as well as the companies operating in the field of customer service, examines the last year of the sector with detailed analysis. The report, which was created as a result of surveys conducted with 118 different companies operating in the call center sector and one-on-one interviews with 20 industry leaders, includes companies working with in-house and outsourcing systems as well as organizations using two systems together.

Contribution to employment continues

According to 2018 Market Research regarding Call Center Industry in Turkey, the market size of the sector has increased by 21.5% compared to last year and reached 6.2 billion TL. Turkey increased by 5.5% and the number of customer representatives in general has reached 96 thousand people, managers and support staff with the employment provided was announced that a total of 108 thousand people. The call center sector employment forecast for 2019 was announced to be 112 thousand people in total.

50% of employment in telecommunications, finance and public call centers

Country In the overall employment rates, the first rate goes to telecommunication companies with a rate of 26% and the second to the financial sector with a rate of 13%. The ranking of the two sectors has remained constant since last year, while public institutions are rising from tenth to third. Following the public institutions closely following the financial sector with a rate of 11%, the consumer goods sector consisting of food, textile and white goods producers comes with a rate of 10%. The remaining companies in the list are respectively informatics (8%), transportation / logistics (6%), e-commerce (6%), energy / infrastructure (5%), health (5%), entertainment / media (4%), retail points (3%), accommodation / agency / tourism (1%) and other (2%)

At least one existing call center investments in 67 provinces in Turkey

Again based on the Market Research regarding Call Center Industry in Turkey, out of the three major cities, the rate of investment in call centers in other Anatolian (Asian) provinces increased from 44% to 56% this year. 39% of the sector in the last year in Istanbul, this year’s employment rate of 26%. 7% of Ankara’s employment, 11% of Izmir. The resulting picture shows that the distribution of employment in the sector is spreading from three major cities to other regions.

With digitalization, call center services are integrated into social channels

Market Research regarding Call Center Industry in Turkey shows that the number of incoming / outgoing calls in call centers, which was 2.5 billion last year, rose to 3.2 billion in 2018. The majority of incoming calls are product / service searches, while outgoing calls are made for sales / marketing purposes. 38% of incoming calls to get information about products or services, while 14% technical support, 12% order and purchase, 16% transactions, 11% of the complaint is made for the purpose. In addition to telephone and SMS, the traditional service channel of call centers, there is an increase in the use of new digital channels such as e-mail, social media, online chat and chatbot. While technology is developing rapidly, the need for information retrieval does not change, and call centers play the most critical role for brands.

Average working time in the sector extended to 3 years

66% of the customer representatives working in call centers are women as in the previous year. In the sector where the average age of the employees is 27, 62% of the employees are university graduates; this number has increased by 12% since last year. The fact that the average working time of 46% of the sector is extended to 3 years and the increase in the number of qualified personnel is an important and pleasing development

Call center services in foreign languages ​​retain their potential

The number of foreign customer service representatives increased by 49% compared to the previous year and reached 8500 people. As in the previous year, German is one of the most needed foreign languages ​​in call centers this year. Approximately 8 thousand 500 customer representatives serve consumers in a foreign language. 41% of the employees work in German, 35% in English, 8% in French and 8% in Arabic.

The areas where the call center sector is strong are: pioneers women’s employment. It contributes to the regional and national economy. It manages the customer experience with advanced technology. Call center service in a foreign language has the potential. The developmental aspects of the sector are listed as increasing employment incentives, supporting call center service exports and increasing measures against telephone fraud incidents.