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

Year 2011, Volume: 11 Issue: 1, 84 - 98, 23.06.2011

Ahmet Hakan Özkan

https://doi.org/10.11616/AbantSbe.270

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.

References

  • Aamodt, A. & Nygård, M. (1995). Different roles and mutual dependencies of data, information, and knowledge - an AI perspective on their integration.
  • Ackoff, R.L. (1989). ‘From Data to Wisdom’, Journal of Applies Systems Analysis, Vol. 16. p. 3- 9.
  • Arslan, B. G. & Ergec, E. H. (2010). The Efficiency of Participation and Conventional Banks in Turkey. p. 159-160
  • 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.
  • Kendler, P. B. (2005). Contact/Call Centers.http://www.banktech.com/business-intelligence/ 163702752. Erişim tarihi: 12.05.2011.
  • 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.
  • Rasooli, P. (2006). Knowledge Management In Call Centers.
  • 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.
  • Van Schaik, D. (2001). ‘Islamic Banking’, The Arab Bank Review. Vol: 3, No:1, p. 46.
  • Yudistira, D. (2004). ‘Efficiency in Islamic Banking: An Empirical Analysis of Eighteen Banks’, Islamic Economic Studies. Vol: 12, No: 1. p. 2.
  • 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.

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

Year 2011, Volume: 11 Issue: 1, 84 - 98, 23.06.2011

Ahmet Hakan Özkan

https://doi.org/10.11616/AbantSbe.270

Abstract

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.

Keywords

Banka çagrı merkezleri SWOT zayıflık.

References

  • Aamodt, A. & Nygård, M. (1995). Different roles and mutual dependencies of data, information, and knowledge - an AI perspective on their integration.
  • Ackoff, R.L. (1989). ‘From Data to Wisdom’, Journal of Applies Systems Analysis, Vol. 16. p. 3- 9.
  • Arslan, B. G. & Ergec, E. H. (2010). The Efficiency of Participation and Conventional Banks in Turkey. p. 159-160
  • 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.
  • Kendler, P. B. (2005). Contact/Call Centers.http://www.banktech.com/business-intelligence/ 163702752. Erişim tarihi: 12.05.2011.
  • 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.
  • Rasooli, P. (2006). Knowledge Management In Call Centers.
  • 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.
  • Van Schaik, D. (2001). ‘Islamic Banking’, The Arab Bank Review. Vol: 3, No:1, p. 46.
  • Yudistira, D. (2004). ‘Efficiency in Islamic Banking: An Empirical Analysis of Eighteen Banks’, Islamic Economic Studies. Vol: 12, No: 1. p. 2.
  • 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.
There are 11 citations in total.

Details

Primary Language Turkish
Journal Section Reasearch Articles
Authors

Ahmet Hakan Özkan

Publication Date June 23, 2011
Submission Date October 30, 2014
Published in Issue Year 2011 Volume: 11 Issue: 1

Cite

APA Özkan, A. H. (2011). A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 11(1), 84-98. https://doi.org/10.11616/AbantSbe.270
AMA Özkan AH. A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses. ASBİ. June 2011;11(1):84-98. doi:10.11616/AbantSbe.270
Chicago Özkan, Ahmet Hakan. “A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses”. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 11, no. 1 (June 2011): 84-98. https://doi.org/10.11616/AbantSbe.270.
EndNote Özkan AH (June 1, 2011) A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 11 1 84–98.
IEEE A. H. Özkan, “A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses”, ASBİ, vol. 11, no. 1, pp. 84–98, 2011, doi: 10.11616/AbantSbe.270.
ISNAD Özkan, Ahmet Hakan. “A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses”. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 11/1 (June 2011), 84-98. https://doi.org/10.11616/AbantSbe.270.
JAMA Özkan AH. A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses. ASBİ. 2011;11:84–98.
MLA Özkan, Ahmet Hakan. “A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses”. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, vol. 11, no. 1, 2011, pp. 84-98, doi:10.11616/AbantSbe.270.
Vancouver Özkan AH. A Partial Swot Analysis of the Turkish Bank Call Centers: The Actual and the Assumed Weaknesses. ASBİ. 2011;11(1):84-98.

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