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

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

Öz

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.

Anahtar Kelimeler

• Banka çagrı merkezleri, SWOT, zayıflık.

Kaynakça

1. Aamodt, A. & Nygård, M. (1995). Different roles and mutual dependencies of data, information, and knowledge - an AI perspective on their integration.
2. Ackoff, R.L. (1989). ‘From Data to Wisdom’, Journal of Applies Systems Analysis, Vol. 16. p. 3- 9.
3. Arslan, B. G. & Ergec, E. H. (2010). The Efficiency of Participation and Conventional Banks in Turkey. p. 159-160
4. Gaynard, J. (2009). Mobile Telephone Banking: Kenya Ahead of the Curve. Kenya Broadcasting Company. http://johngaynardcreativity.blogspot.com/2009/05/mobile-telephone-banking- kenya-ahead-of.html. Erişim tarihi: 11.05.2011.
5. Kendler, P. B. (2005). Contact/Call Centers.http://www.banktech.com/business-intelligence/ 163702752. Erişim tarihi: 12.05.2011.
6. Nienhaus, V. (1983). “Profitability of Islamic banks Competing with Interest Banks”, Journal of Research in Islamic Economics, Vol. 1, No. 1 (Summer), pp. 37-47.
7. Rasooli, P. (2006). Knowledge Management In Call Centers.
8. Türkiye’deki çağrı merkezleri ‘ContactCenterWorld.com’da yarışıyor, n.a. (2009). http://www. callcenter. com.tr/index.php?newsid=414. Erişim tarihi: 12.05.2011.

9. Van Schaik, D. (2001). ‘Islamic Banking’, The Arab Bank Review. Vol: 3, No:1, p. 46.
10. Yudistira, D. (2004). ‘Efficiency in Islamic Banking: An Empirical Analysis of Eighteen Banks’, Islamic Economic Studies. Vol: 12, No: 1. p. 2.
11. Ziraat Bankası VTM projesini kamuyouna tanıttı, n.a. (2008). http://www.etkinpatent. com/habervizyon/yazi_ goster.php?w=istanbul&e_id=33515. Erişim Tarihi: 12.05.2011.