Examination of call center working conditions and employees by AHP method
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Abstract (EN)
In today's world, the proliferation of alternatives and criteria has made decision-making more challenging for individuals. In order to make decision-making easy, Multiple Criteria Decision Making (MCDM) methods are employed. In this study, Analytic Hierarchy Process (AHP), which is one of the MCDM methods, was utilized. The opinions of internal customers regarding the Call Center where the study took place were gathered through a survey. The survey raw data were processed into meaningful data using SPSS. By working on the identified criteria, the aim was to determine the most suitable attributes for Help Desk personnel. According to the results of this study, the most significant criteria in the selection of Call Center personnel was found to be "Written and Oral Communication."
Author
Tuğba Dede
Institution
How to Cite
Tuğba Dede (Master Thesis). Examination of call center working conditions and employees by AHP method, 2023, Maltepe University.
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