The working life in the call center

Opportunities made available with the development of technology, the increasing competitive environment in the business life and the changing needs ands demands of customers has directed companies into using new applications. It can be observed that call centers which is the most important of these applications is being used intensively. A study related to the working structure of call centers which are especially discussed because of their form of operation and the thoughts of workers in relation to call centers has been intended to be conducted. In this respect it is possible to list the objectives of this study as follows: The work conducted in a call center, accessing information about the business which is being researched, the opinions of call center workers in relation to the establishment they work in, the approach of the establishment towards its workers, its applications, opinions and expectations of call center workers in relation to work, the effect of the call center work structure on workers. While trying to find an answer to these questions a research was conducted on 110 call center workers in addition to a scan of the literature. As a result of the study conducted within this scope; most of the workers of the call center were women and young people who are new to the work life. When the opinions of the workers in relation to work have been observed the call center is perceived to be a step to transfer to another department rather than a career goal. The workers mostly want to change the stress of the intensity of calls, salary and social rights. When the whole of the research is observed the pressure of time and the need to work fast have a physical psychological effect on call center workers. Due to the work tempo workers can not spare themselves and their families? time and they and socialize less in their work life. Keywords: Call Center, Working in the Call Center, Call Center Terms, Call Center Components, Human Resources in the Call Center