A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses

Year 2011, Volume: 11 Issue: 1, 84 - 98, 23.06.2011

Ahmet Hakan Özkan

https://doi.org/10.11616/AbantSbe.270

Abstract

The bank call centers of Turkey are seen as a tool of perceiving the threats and evaluating opportunities in the SWOT analysis. By the way they are evaluated as a factor of strength. However, the weaknesses of the call centers which must be taken into account in a SWOT analysis, are so various that they cannot be ignored. The weaknesses of the call centers are elaborated with this research. The ways the call centers harm the corporations or the ways they might harm are revised.

Keywords

Bank call centers, SWOT, weakness.

A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses

Abstract

Türkiye’deki banka çagrı merkezleri, SWOT analizi içerisinde tehditleri algılama ve fırsatları degerlendirme aracı olarak görülmektedir. Bu yönleriyle bir güç faktörü olarak degerlendirilmektedir. Oysa çagrı merkezlerinin SWOT analizinde yer alması gereken zayıflıkları da azımsanmayacak kadar çesitlidir. Çagrı merkezlerinin zayıf tarafları bu arastırma ile ele alınmıstır. Çagrı merkezlerinin ne sekilde kurumlara zarar verdigi veya verme ihtimalinin oldugu gözden geçirilmistir.

Keywords

Banka çagrı merkezleri, SWOT, zayıflık.

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