The impact of call centers on recognition and representation of corporate identities: A research on Call Centers Association

Developments in information and communication technologies engender new opportunities, needs and opportunities. Everyday life is surrounded by network infrastructure by the way there is a deep digital transformation in every field around the worldevery field, especially in institutions. Outsource call centers provide various services within the scope of corporate communication for these needs, which require large investments based on technological, economic and human. In the near future, corporate identity and culture will need to be digitized and transferred to digital algorithms by contemporary effect of technological developments and digital transformation. This study, which convey the know-how of call centers to the academic field, intends to develop a technology-based perspective on corporate communication. In this study, it is aimed to reach the experience based analysis of the call centers, which are used as outsourcing solution servers, and to determine the effects of the studies on corporate identity perception. This study designed in mixed method and draws upon the findings of a descriptive field research. The qualitative research have importance primary which are conducted with the managers and workers of The Association of Call Centers (Çağrı Merkezleri Dermeği) that represent the call center sector in Turkey. The quantitative research is designed in secondary importance as a supporter in the mixed method the study tries to see the perception of the relationship between corporate identity and call centers. This is a mixed-method research and designed as descriptive pattern. The main question of the research is the mechanisms of action of call centers on the corporate identities of the institutions they represent?