Employees' Perceptions on Customer Relations Management in The Servıce Sector: A Research on Call Center Employees

Abstract

In today's competitive environment, companies make many attempts to stand out compared to their competitors. Customer relationship management is at the forefront of efforts to provide competitive advantage. The essence of customer relations management, which is extremely important for businesses to learn from the past, see the present and make good plans for the future, should be understood, embraced by all employees and supported by senior management. The need for customer relationship management practices is extremely important for businesses to gain sustainable competitive advantage. This study was carried out in order to determine how the labor-intensive services are perceived by the service recipients. Due to the nature of the services, as there are consumers in the production process of the services, the perspectives of the employees on customer relationship management and how they perceive it are extremely important. In practice, a questionnaire was applied to the customer representatives of a call center operating in the province of Erzincan and the data obtained were analyzed.