MİKRO KOÇLUK: TÜRKİYE'DE ÇAĞRI MERKEZİ TEMSİLCİLERİNE YÖNELİK BİR SAHA ÇALIŞMASI

Öz

Bu çalışma, mikro-koçluğun çalışan performansını artırma potansiyelini vurgulayarak hem kişisel gelişimi hem de kurumsal başarıyı sürdürmek için etkili tasarımın önemine dikkat çekmektedir. Çalışma, telekomünikasyon sektöründe faaliyet gösteren çağrı merkezlerinde yürütülen iki farklı projeyi içermektedir. Projeler Türkiye'nin dokuz ilinde gerçekleştirilmiştir. İlk proje, sırasıyla 214 ve 37 çağrı merkezi temsilcisinin katıldığı, çağrı kalitesi puanlarını ve ortalama çağrı işleme sürelerini ölçen iki ayrı çalışmayı içermektedir. İkinci proje, mikro-koçluktan sonra müşteri şikâyet sayılarındaki iyileşmeleri ölçmekle ilgili olup, 456 temsilciden oluşan daha büyük bir örneklemi içermektedir. Sonuçlar, mikro-koçluğun çalışan performansı üzerinde, özellikle çağrı merkezi temsilcilerinin bu üç performans puanı üzerinde istatistiksel olarak anlamlı bir etkiye sahip olduğunu desteklemektedir. Bu çalışma, mikro-koçluğun çalışan performansına etkisini ele alan bir saha çalışmasıyla ampirik araştırma literatürüne katkıda bulunmakta ve mikro-koçluğu geleneksel ve uzun süreli koçluk programlarından ayırarak anlaşılmasını amaçlamaktadır. Bu çalışmanın bulguları, mikro-koçluğa iş dünyasında artan ilgiye ilişkin önemli çıkarımlar sunmaktadır.

Anahtar Kelimeler

• Mikro Koçluk
• Koçluk
• Performans İyileştirme
• Davranış Değişikliği
• Kişisel Gelişim

MICRO COACHING: A FIELD STUDY OF CALL CENTER AGENTS IN TÜRKİYE

Öz

This study highlights the potential of micro-coaching to enhance employee performance, emphasizing the importance of effective design to sustain both personal growth and organizational success. The study includes two different projects carried out in call centers operating in the telecommunications industry. The projects were taken place in the nine provinces of Türkiye. The first project included two separate studies measuring call quality scores and average call handling times, involving 214 and 37 call center agents, respectively. The second project was about measuring improvements in customer complaint numbers after micro-coaching and included a larger sample of 456 agents. The results support that micro-coaching has a statistically significant impact on employee performance, particularly on these three performance scores of call center agents. This study contributes to the literature on empirical research with a field study, considering the impact of micro-coaching on employee performance, and understanding of micro-coaching by distinguishing it from traditional and longer-duration coaching programs. The findings of this study provide critical insights into the growing interest of micro-coaching in the business context.

Anahtar Kelimeler

• Micro-Coaching
• Coaching
• Performance Improvement
• Behavioral Change
• Personal Growth

Etik Beyan

No specific ethical approval was necessary for the study.

Kaynakça

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