Uzaktan Çalışan Çağrı Merkezi Çalışanlarının İş Yaşamındaki Yalnızlık Deneyimleri Üzerine Nitel Bir Araştırma

Abstract

Teknolojik dönüşüm ve esnek çalışma modellerinin yaygınlaşması, birçok sektörde uzaktan çalışma uygulamalarının hızla artmasına yol açmıştır. Bu araştırma, çağrı merkezi sektöründe uzaktan çalışan bireylerin iş yaşamında deneyimledikleri yalnızlık olgusunu nitel bir yaklaşımla inceleme gerekliliğinden hareketle tasarlanmıştır. Çalışma kapsamında, Aydın ilinde uzaktan çalışan 20 çağrı merkezi personeliyle derinlemesine görüşmeler gerçekleştirilmiş ve elde edilen veriler tematik analiz yöntemiyle değerlendirilmiştir. Analiz bulguları, yalnızlık hissinin duygusal yorgunluk, izolasyon, aidiyet eksikliği, iletişimsizlik ve bireysel mücadele temalarında yoğunlaştığını göstermektedir. Ayrıca, yöneticilerden hızlı destek alamama, teknik sorunlar, tekdüze iş akışı ve zorlayıcı müşteri etkileşimlerinin yalnızlık hissini pekiştirdiği belirlenmiştir. Sonuçlar, uzaktan çalışan çağrı merkezi personelinde ortaya çıkan yalnızlık deneyiminin hem psikolojik iyi oluşu hem de örgütsel performansı olumsuz etkilediğini ortaya koymaktadır. Bununla birlikte, sosyal destek mekanizmalarının güçlendirilmesi, etkin iletişim kanallarının kurulması ve çalışanların aidiyet duygusunun artırılmasına yönelik stratejiler, yalnızlığı azaltmada kritik önem taşımaktadır. Araştırma, uzaktan çalışma ve yalnızlık ilişkisini çağrı merkezi alanında derinlemesine ele alarak hem akademik yazına hem de örgütsel ve yönetsel uygulamalara katkı sunmayı hedeflemektedir.

Keywords

• Çağrı Merkezi
• Yalnızlık
• Uzaktan Çalışma

A Qualitative Study on the Experiences of Loneliness among Remote Call Center Employees

Abstract

The widespread adoption of technological transformation and flexible work models has led to a rapid increase in remote working practices across various sectors. This study was designed to qualitatively examine the phenomenon of loneliness experienced by individuals working remotely in the call center industry. In this context, in-depth interviews were conducted with 20 call center employees working remotely in Aydın, Türkiye, and the data obtained were analyzed using the thematic analysis method. The findings revealed that feelings of loneliness were predominantly associated with themes such as emotional exhaustion, isolation, lack of belonging, lack of communication, and individual struggle. Moreover, factors such as the inability to receive prompt support from managers, technical issues, monotonous workflows, and challenging customer interactions were found to intensify the sense of loneliness. The results indicate that the loneliness experienced by remote call center employees negatively affects both their psychological well-being and organizational performance. In this regard, strengthening social support mechanisms, establishing effective communication channels, and enhancing employees’ sense of belonging are identified as critical strategies to mitigate loneliness. By exploring the relationship between remote work and loneliness within the context of the call center industry, this study aims to contribute to both the academic literature and practical organizational and managerial applications

Keywords

• Call Center
• Loneliness
• Remote Work

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