Az gelişmiş bölgelerin gelişmesinde bir fırsat olarak çağrı merkezleri

1980’lerden itibaren yaşanan ekonomik yapılanma sürecinin sonunda esnek üretim, işgücünün mekansal ayrımı gibi kav- ramlar sosyal bilim adamları tarafından tartışılmaya başlamış- tır. Ayrıca hizmetler üzerine olan ilgide artmıştır. Bu dönemde hizmet ve üretimde pekçok iş otomasyonlaşmıştır. İşlerin oto- masyonlaşması ile birlikte özellikle ileri ekonomilerde rutin ve rutin olmayan faaliyetler mekansal olarak birbirinden ayrılma eğilimine girmiştir. Özellikle arka ofis işler (bordro, muhasebe, faturalama, kredi kart hizmetleri, şikayet alma, çağrı merkezi) olarak tanımlanan rutin faaliyetler ucuz ve nitelikli işgücünün olduğu az gelişmiş bölgelere taşınmıştır. Arka ofis işlerden biri olan çağrı merkezleri müşterilerle yüzyüze iletişime gerek du- yulmadan telefon üzerinden hizmetlerin sunulduğu yerlerdir. Bu makalede, Türkiye’de ekonomik olarak dezavantajlı bölge- lerin ekonomik gelişmesi için çağrı merkezinin bir fırsat olup olmadığı tartışılmaktadır.

Anahtar Kelimeler:

bölgesel planlama

Call centers as opportunities in development of less developed regions

At the end of the economic reconstruction process experienced since the 1980s, social scientists have discovered new industry areas, concepts such as flexible production and spatial division of labor, and they began focusing increasingly on services. Dur- ing this era, many professions in the production and service sec- tor were eliminated as a result of automation. There has been a growing tendency towards the spatial separation of routine and non-routine office activities in advanced economies. Rou- tine activities that are defined as back office activities, mainly involving data processing (e.g. payroll, accounting, subscrip- tions, billing, credit card services, claims processing and word processing), so-called “call centers”, are moved to less devel- oped regions with cheap and skilled labor. Call centers are offic- es established by organizations to deliver services remotely by telephone, replacing the need for face-to-face interaction with customers. This paper considers the implications of call center work on economic development in regions in Turkey facing rela- tive economic disadvantage.

Keywords:

regional planning,

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