Business process outsourcing and an application in call center

In this thesis, the issue of business process outsourcing as a sub-branch of outsourcing and the companies that outsource their call center functions are investigated. This specific area was chosen by reason of its distinguishing characteristics comperatively to the other projects that have previously been examined in literature; and for being a rapid-growth example on business process outsourcing in Turkey. The interviews that were made with four companies that use business process outsourcing in call centers and are from distinct sectors make up the implication section of this thesis. During these interviews, open-ended questions were used. The purpose of the study is to discuss the reasons and advantages of business process outsourcing, the factors that are important in the process and the practices of the companies that use this process. In the appplication section of the study, it is seen that the companies outsources business processes because of the high costs appearing in the process of establishing a call center. This costs are, technological infrastructure, employing new staff and the training process of the employees. Companies outsource their call centers to provide high quality to their customers. Conclusions of decreased costs, easier access to the technological substructure, more time to focus on the firms core competencies and increased customer satisfaction caused by the processes endorsed to the experts are arrived at the application section of the study. Also, the gratification of the companies on outsourcing and their intentions of keeping that process outsourced are observed. When used correctly, business process outsourcing, raises efficiency of the companies, reduces their costs and provides competition advantage. Keywords : Outsourcing, Business Process Outsourcing, Call Center Outsourcing.