A SYSTEMATIC REVIEW OF THESES ON “CALL CENTER” IN TURKEY BASED ON CALL CENTER COMPONENTS: 2003-2020

Abstract

In this study, it is aimed to systematically examine the theses on the call center. On the subject the thesis archive of the Council of Higher Education was searched using the keyword "Call Center". As a result of the search, 224 studies were reached, however, a total of 206 studies that met the inclusion criteria were reviewed. It was determined that 120 of the scanned articles were written by the Social Sciences Institute, 28 were written by Marmara University, and 180 were postgraduate theses. When the subjects of the examined studies were classi-fied in terms of call center components, it was observed that 114 postgraduate theses were related to the human factor. In addition, it was found that strategy, process and technology-related subjects were among the research topics in the call center components. As a result, other disciplines as well as social sciences should show interest equally in the subject of call center, which should be addressed by many disciplines, in terms of contributing to the development of call centers. It is thought that it is possible to improve the system by focusing on the studies that examine the "strategy" and "technology" factor, as well as the employee and customer-oriented studies investigating the "human" factor from the call center components.