DETERMINING THE FEATURES AFFECTING THE PERFORMANCE OF CALL CENTER AGENTS WORKING FROM HOME AND REMOTELY DURING THE COVID 19 PANDEMIC PERIOD

Abstract

In this study, it is aimed to define the characteristics of Call Center Agents working from home during the COVID-19 process in a way that will be suitable for the new conditions. Call Center Agents; It is the title given to the workforce that answers calls from customers, works within the framework of quality rules and regulations, actively uses computer applications and carries out professional development activities. In this study, what are the features that Call Center Agents working at home with the Covid 19 pandemic should have in order to have high performance; It was evaluated by taking the opinions of managers, supervisors and chiefs working in the same sector. In the study, Content Analysis was applied with Python open source software within the scope of Qualitative Data Analysis methods.