Customers of team leaders in call centers impact on the motivation of its representatives

In the current century, businesses have accepted that the most important factor in order to be different from other businesses and to continue their existence in the face of increasing competition in the rapidly growing and globalizing world is their employees. The classical methods in which the employee is treated as a machine, only money is used for motivation, and punishments for deterrence and intimidation are left behind. Today, the understanding of productivity is focused on human rather than job increase and it is accepted that human is not a working robot but a social and psychological creature. With the emergence of the human psychology factor, it was thought that the employee should be satisfied not only financially but also sociologically and psychologically, and for this, motivation theories were developed and various incentive tools were started to be used. In this research study, it is aimed to examine whether team leaders have an effect on the motivation of customer representatives working in the call center. In this context, a survey was conducted with people working in call centers. Regarding the survey analysis, general evaluations were made about the effect of the behavior and attitude of the team leader on the motivation of the team employees in the call centers. As a result of the analysis, when the participation levels of the statements regarding the effect of the team leader on the motivation of the employees were examined, it was determined that the satisfaction levels of the majority of the participants were high. When the managerial behavior, social and emotional behaviors, motivation elements and satisfaction sub-dimensions of the team leaders were examined by age groups, it was seen that the people in the 31-35 age group differed significantly. When the social and emotional behaviors of the team leaders, the managerial behavior of the team leaders and the motivation elements sub-dimensions are examined, the social and emotional behaviors of the team leaders, the managerial behavior of the team leaders and the motivational factors level of the singles are significantly higher than the married ones. As a result of these evaluations, it was concluded that the majority of the employees had positive thoughts about the team leaders. However, it was concluded that they were not satisfied with the working hours, income and working environment offered by the call center world.