Positive effects of remote working, which started with COVID-19 for Turkish call center operation management

In this thesis, the effects of remote working, which accelerated with the Covid-19 epidemic and became a necessity, were discussed for call center sector. The development and application forms of remote working in call center companies were examined. The study is detailed in terms of the positive effects of remote working for call center operation management in Turkey. In order to understand the change, the historical change of the work concept from the past to the present and industry processes have been included in the research. The general situation and development of the call center industry has been examined from past to present. The ways of doing business of call centers are detailed, and the fundamental changes in the processes of the sector, which has made a forced transition to remote working due to the pandemic, have been analyzed. The departments in the call centers were evaluated in general. The working processes of the departments in the traditional office layout, the changing processes and business models in remote working were investigated. Changes in the working order of the operations management teams and new applications are focused on. How the difficulties experienced were overcome and their positive effects were detailed. In all these reviews, literature and resources were reviewed, surveys and reports were evaluated, analyzes were made, and interviews were conducted with call center managers in order to identify the benefits and risks of remote working. The effects of remote working on departments, companies, customers, and employees are explored. Methods that can be applied in order to achieve successful results in remote working in call centers have been researched. Insights and suggestions about the future of remote work included.