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Eurasian Academy Of Sciences Social Sciences JournalYl:2021 Say: 36 Alan: letme

Metin KAYA
COVD 19 PANDEM DNEMNDE EVDEN-UZAKTAN ALIAN ARI MERKEZ ALIANLARININ PERFORMANSLARINI ETKLEYEN ZELLKLERN BELRLENMES
 
Bu almada COVID-19 srecinde evden alan, ar merkezi mteri temsilcilerinin yeni koullara uygun olacak ekilde zelliklerinin tanmlanmas amalanmtr. ar merkezi mteri temsilcileri; mterilerden gelen arlar cevaplayan, kalite kural ve ynetmelikleri erevesinde alan, bilgisayar uygulamalarn aktif bir ekilde kullanan ve mesleki geliim faaliyetleri yrten igcne verilen unvandr. Aratrmada, Covid 19 pandemisi ile birlikte evde alan mteri temsilcilerinin performanslarnn yksek olabilmesi iin sahip olmalar gereken zelliklerin neler olmas gerektii; ayn sektrde alan ynetici, amir ve ef pozisyonunda alan kiilerin grleri alnarak deerlendirilmitir. almada Nitel Veri Analizi yntemleri kapsamnda erik Analizi Python ak kaynak kodlu yazlm ile uygulanmtr.

Anahtar Kelimeler: COVID-19, Evden alma, ar Merkezi, nsan Kaynaklar, erik Analizi


DETERMINING THE FEATURES AFFECTING THE PERFORMANCE OF CALL CENTER AGENTS WORKING FROM HOME AND REMOTELY DURING THE COVID 19 PANDEMIC PERIOD
 
In this study, it is aimed to define the characteristics of Call Center Agents working from home during the COVID-19 process in a way that will be suitable for the new conditions. Call Center Agents; It is the title given to the workforce that answers calls from customers, works within the framework of quality rules and regulations, actively uses computer applications and carries out professional development activities. In this study, what are the features that Call Center Agents working at home with the Covid 19 pandemic should have in order to have high performance; It was evaluated by taking the opinions of managers, supervisors and chiefs working in the same sector. In the study, Content Analysis was applied with Python open source software within the scope of Qualitative Data Analysis methods.

Keywords: COVID-19, Workng At Home, Call Center Agents, Human Resources, Content Analysis


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