DEVELOPMENT OF A DECISION SUPPORT SYSTEM FOR THE SOLVING PROBLEMS OF TURKEY CALL CENTER SECTOR

Abstract

Author(s): Nermin EL?K

Call center, enterprises’ first point of contact with customers, is one of the indispensable elements for the institutionalized companies which give importance to customer service quality. The trend providing a steady growth for the sector also brings in some problems. This identification of problems and offering solutions are important for the development of the industry and country. In this study, Decision Support System (DSS) proposal was developed for the determining and solving the call center sector’ current problem in Turkey. Cognitive mapping method which is configuration and modeling tool with problems is used to DSS consists of three main components including data management, model management and dialogue management. It is expected that DSS, enriched the strategic point of view, to shed light on the decision making process of the industry’s leading representative.

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