{"id":5988,"date":"2011-09-28T11:10:03","date_gmt":"2011-09-28T11:10:03","guid":{"rendered":"http:\/\/atif.unaldi.org\/blog\/?p=5988"},"modified":"2011-09-28T11:10:03","modified_gmt":"2011-09-28T11:10:03","slug":"onerilerim-gec-de-olsa-dikkate-aliniyor","status":"publish","type":"post","link":"http:\/\/atif.unaldi.org\/blog\/2011\/09\/28\/onerilerim-gec-de-olsa-dikkate-aliniyor\/","title":{"rendered":"\u00d6nerilerim ge\u00e7 de olsa dikkate al\u0131n\u0131yor."},"content":{"rendered":"

\u00d6nerilerim ge\u00e7 de olsa dikkate al\u0131n\u0131yor. Daha \u00f6nce size yazm\u0131\u015ft\u0131m. http:\/\/atif.unaldi.org\/blog\/2010\/03\/04\/bilisim-sektoru-vizyon-politikalar-ve-tedbirler\/<\/a> \u00c7al\u0131\u015ftay ve call center konusundaki \u00f6nerilerimi.<\/p>\n

Ula\u015ft\u0131rma Bakan\u0131 Binali Y\u0131ld\u0131r\u0131m:<\/p>\n

\u201cT\u00fcrkiye, \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcnde hizmet ihra\u00e7 eden bir pozisyon almal\u0131d\u0131r\u201d<\/p>\n

\"20110929-100333.jpg\"<\/a><\/p>\n

<\/p>\n

Ula\u015ft\u0131rma Bakan\u0131 Binali Y\u0131ld\u0131r\u0131m ve Bilgi Teknolojileri ve \u0130leti\u015fim Kurumu Ba\u015fkan\u0131 Tayfun Acarer\u2019in<\/p>\n

kat\u0131l\u0131m\u0131yla ger\u00e7ekle\u015fen \u201cKamu \u00c7a\u011fr\u0131 Merkezlerinin 2023 Vizyonu\u201d konulu konferans i\u00e7in Emniyet<\/p>\n

Genel M\u00fcd\u00fcrl\u00fc\u011f\u00fcnden, Kalk\u0131nma Bakanl\u0131\u011f\u0131\u2019na, Ankara B\u00fcy\u00fck\u015fehir Belediyesi\u2019nden, Maliye<\/p>\n

Bakanl\u0131\u011f\u0131\u2019na kadar bir\u00e7ok kamu y\u00f6neticisi, 28 Eyl\u00fcl\u2019de Ankara\u2019da bir araya geldi.<\/p>\n

\u00c7a\u011fr\u0131 merkezlerinin kamunun yat\u0131r\u0131m planlar\u0131 i\u00e7ine girmesiyle vatanda\u015f odakl\u0131 hizmet kavram\u0131 da<\/p>\n

daha fazla g\u00fcndeme ta\u015f\u0131nmaya ba\u015flad\u0131. Kamunun \u00e7a\u011fr\u0131 merkezlerine yapaca\u011f\u0131 yat\u0131r\u0131m\u0131n istihdama<\/p>\n

katk\u0131s\u0131n\u0131n b\u00fcy\u00fck olaca\u011f\u0131n\u0131 ortaya koyan T\u00fcrkiye \u00c7a\u011fr\u0131 Merkezi Ara\u015ft\u0131rmas\u0131 2011 sonu\u00e7lar\u0131na g\u00f6re<\/p>\n

kamunun artan \u00e7a\u011fr\u0131 merkezi yat\u0131r\u0131mlar\u0131 sayesinde 2018 y\u0131l\u0131nda \u00e7a\u011fr\u0131 merkezlerinin 100 bin ki\u015fiye<\/p>\n

ge\u00e7im sa\u011flayaca\u011f\u0131 \u00f6ng\u00f6r\u00fcl\u00fcyor.<\/p>\n

\u00c7a\u011fr\u0131 merkezlerini, hizmet ihra\u00e7 edece\u011fimiz en \u00f6nemli alanlardan biri olarak tan\u0131mlayan Ula\u015ft\u0131rma<\/p>\n

Bakan\u0131 Binali Y\u0131ld\u0131r\u0131m \u201cHizmet ihracat\u0131yla, s\u0131cak para ihtiyac\u0131n\u0131 kar\u015f\u0131layan \u00fclkeler var. T\u00fcrkiye<\/p>\n

b\u00f6lgesinde bilgi toplumu \u00e7al\u0131\u015fmalar\u0131 alan\u0131ndaki deneyimini payla\u015fmal\u0131 ve bunu i\u015fe d\u00f6n\u00fc\u015ft\u00fcrmelidir.<\/p>\n

Bu alanda ba\u015far\u0131l\u0131 olmak i\u00e7in lisan bilgimizi g\u00fc\u00e7lendirmeli ve bu i\u015fi \u00f6nemli bir kariyer ad\u0131m\u0131 olarak<\/p>\n

g\u00f6rmeliyiz. Gen\u00e7 i\u015fsizli\u011fin \u00e7aresi, bili\u015fim sekt\u00f6r\u00fc ve \u00e7a\u011fr\u0131 merkezi gibi bili\u015fimle entegre olan<\/p>\n

sekt\u00f6rlerdir\u201d dedi. Kamu d\u00fcnya genelinde de\u011fi\u015fime kar\u015f\u0131 olan, yeniliklere en son ayak uyduran<\/p>\n

yap\u0131dad\u0131r diyen Bakan Y\u0131ld\u0131r\u0131m, \u201cKamu T\u00fcrkiye\u2019de bir\u00e7ok konuda \u00f6nc\u00fcl\u00fck yapmaktad\u0131r. Bug\u00fcn<\/p>\n

Ula\u015ft\u0131rma Bakanl\u0131\u011f\u0131 \u00e7a\u011fr\u0131 merkezi hizmetini d\u0131\u015f kaynak servis sa\u011flay\u0131c\u0131lardan temin etmektedir.<\/p>\n

2023\u2019de 2 trilyon olmas\u0131 hedeflenen T\u00fcrkiye milli gelirinde bili\u015fim hedefimiz %10\u2019dur. \u00c7a\u011fr\u0131<\/p>\n

merkezlerini de i\u00e7ine alan bu hedef daha fazla istihdam anlam\u0131na gelmektedir\u201d dedi.<\/p>\n

BTK Ba\u015fkan\u0131 Acerer:<\/p>\n

\u201cT\u00fcrkiye\u2019de 1850 ki\u015fiye 1 \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fan\u0131 d\u00fc\u015fmektedir\u201d<\/p>\n

\u00c7ok h\u0131zl\u0131 geli\u015fmesine ra\u011fmen T\u00fcrkiye\u2019de \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcnde hedeflenen kalite standard\u0131na<\/p>\n

hen\u00fcz ula\u015f\u0131lamad\u0131\u011f\u0131na vurgu yapan Bili\u015fim Teknolojileri ve \u0130leti\u015fim Kurumu Ba\u015fkan\u0131 Tayfun Acerer<\/p>\n

\u201cBug\u00fcn ki\u015fi ba\u015f\u0131na d\u00fc\u015fen \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fan\u0131 o \u00fclkenin geli\u015fmi\u015flik d\u00fczeyini g\u00f6stermektedir.<\/p>\n

D\u00fcnyada 100 ila 500 ki\u015fiye 1 \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fan\u0131 d\u00fc\u015ferken T\u00fcrkiye\u2019deki 1850 ki\u015fiye 1 ki\u015fi<\/p>\n

d\u00fc\u015fmektedir. Hedefimiz telekom\u00fcnikasyon sekt\u00f6r\u00fcnde geli\u015ftirdi\u011fimiz ve s\u00fcrekli denetledi\u011fimiz<\/p>\n

kalite standartlar\u0131n\u0131n di\u011fer sekt\u00f6rlerde de en k\u0131sa zamanda uygulanmas\u0131d\u0131r. Buna finans sekt\u00f6r\u00fc de<\/p>\n

dahildir\u201d dedi.<\/p>\n

2007 y\u0131l\u0131ndan beri \u00e7a\u011fr\u0131 merkezi pazar\u0131nda ger\u00e7ekle\u015ftirdi\u011fi projelerle sekt\u00f6r\u00fcn geli\u015fmesinde<\/p>\n

katk\u0131 sa\u011flayan IMI Conferences Genel M\u00fcd\u00fcr\u00fc Meltem Karateke, 2007 y\u0131l\u0131ndan bu yana d\u0131\u015f<\/p>\n

kaynak servis sa\u011flay\u0131c\u0131lar pazar\u0131n\u0131n y\u0131ll\u0131k ortalama % 37 b\u00fcy\u00fcme g\u00f6sterdi\u011fine vurgu yaparak<\/p>\n

\u201cBug\u00fcn ekonomik b\u00fcy\u00fckl\u00fc\u011f\u00fc 1.1 milyar USD\u2019yi bulan, 50 binin \u00fczerinde istihdam yaratan \u00e7a\u011fr\u0131merkezlerinin b\u00fcy\u00fcmesi, bundan sonra kamunun \u00e7a\u011fr\u0131 merkezi yat\u0131r\u0131mlar\u0131na a\u011f\u0131rl\u0131k vermesiyle<\/p>\n

ivme kazanacakt\u0131r. Sekt\u00f6r\u00fcn b\u00fcy\u00fcmesinde en b\u00fcy\u00fck itici g\u00fc\u00e7, ekonomimizdeki istikrar ve devlet<\/p>\n

deste\u011fidir\u201d dedi.<\/p>\n

IMI Conferences taraf\u0131ndan 28 Eyl\u00fcl 2011 tarihinde Ankara Swissotel\u2019de ger\u00e7ekle\u015fen \u201cKamu \u00c7a\u011fr\u0131<\/p>\n

Merkezlerinin 2023 Vizyonu\u201d konulu konferansta vatanda\u015f odakl\u0131 hizmetin \u00f6nemine vurgu yap\u0131ld\u0131,<\/p>\n

sekt\u00f6r\u00fcn istihdama katk\u0131s\u0131 ve geli\u015fim h\u0131z\u0131 masaya yat\u0131r\u0131ld\u0131.<\/p>\n

Her y\u00f6n\u00fcyle vatanda\u015f\u0131n hayat\u0131n\u0131 kolayla\u015ft\u0131ran bu yeni ve geli\u015fen i\u015f kolunun irdelendi\u011fi ve kamu<\/p>\n

kurum temsilcilerine kat\u0131l\u0131m\u0131n \u00fccretsiz oldu\u011fu toplant\u0131, \u201cT\u00fcrkiye\u2019nin \u0130lk Kamu \u00c7a\u011fr\u0131 Merkezi<\/p>\n

Konferans\u0131\u201d olmas\u0131 a\u00e7\u0131s\u0131ndan da ayr\u0131 bir \u00f6nem ta\u015f\u0131yor.<\/p>\n

T\u00dcRK\u0130YE \u00c7A\u011eRI MERKEZ\u0130 ARA\u015eTIRMASI<\/p>\n

KAMU\u2019DA \u00c7A\u011eRI MERKEZ\u0130 KULLANIMI<\/p>\n

T\u00fcrkiye \u00c7a\u011fr\u0131 Merkezi Ara\u015ft\u0131rmas\u0131, T\u00fcrkiye\u2019de ki \u00e7a\u011fr\u0131 merkezi kullan\u0131m seviyesini ve var olan \u00e7a\u011fr\u0131 merkezlerinin kapasitesini saptamak i\u00e7in ger\u00e7ekle\u015ftirilmi\u015ftir.<\/p>\n

\u00c7al\u0131\u015fma kapsam\u0131nda a\u015fa\u011f\u0131da ki konularda bilgiler toplanm\u0131\u015ft\u0131r;<\/p>\n

Kullan\u0131mda olan \u00e7a\u011fr\u0131 merkezi adetleri<\/p>\n

\u00c7a\u011fr\u0131 merkezi adetlerinin sekt\u00f6rlere da\u011f\u0131l\u0131m\u0131<\/p>\n

\u00c7a\u011fr\u0131 merkezlerinin seat (koltuk) ve agent (m\u00fc\u015fteri temsilcisi) kapasitesi<\/p>\n

Servis sa\u011flay\u0131c\u0131lar taraf\u0131ndan y\u00f6netilen \u00e7a\u011fr\u0131 merkezlerinden hizmet alan firma adedi<\/p>\n

\u00c7al\u0131\u015fma kapsam\u0131nda toplam 239 firma ile g\u00f6r\u00fc\u015f\u00fclm\u00fc\u015ft\u00fcr. Bu firmalar\u0131n da\u011f\u0131l\u0131m\u0131 a\u015fa\u011f\u0131da g\u00f6sterilmektedir;<\/p>\n

Kendilerine ait bir \u00e7a\u011fr\u0131 merkezi altyap\u0131s\u0131 bulunan firmalar (135 firma)<\/p>\n

\u00c7a\u011fr\u0131 merkezi hizmeti veren firmalar (47 firma)<\/p>\n

\u00c7a\u011fr\u0131 merkezi hizmetlerini d\u0131\u015f kaynak olarak alan kullan\u0131c\u0131lar (23 firma)<\/p>\n

\u00c7a\u011fr\u0131 merkezleri firmalar\u0131na ait ama farkl\u0131 firmalardan da \u00e7a\u011fr\u0131 merkezi hizmeti alan firmalar (14 firma)<\/p>\n

\u00c7a\u011fr\u0131 merkezi altyap\u0131s\u0131 satan, kuran, dan\u0131\u015fmanl\u0131k hizmeti veren firmalar (20 firma)<\/p>\n

Ara\u015ft\u0131rmaya, en az 5 seat sahibi olan firmalar \u00e7a\u011fr\u0131 merkezi kullan\u0131c\u0131lar\u0131 olarak kabul edilip, dahil edilmi\u015ftir.<\/p>\n

T\u00fcrkiye ekonomisinde g\u00f6r\u00fclen istikrarl\u0131 b\u00fcy\u00fcme do\u011fal olarak 2011 y\u0131l\u0131nda da \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcn\u00fc olumlu y\u00f6nde etkilemi\u015ftir.<\/p>\n

Toplam seat say\u0131s\u0131 2010 y\u0131l\u0131na g\u00f6re yakla\u015f\u0131k %18 b\u00fcy\u00fcme g\u00f6stererek 41.000 adet seviyesinden 48.900 adet seviyesine y\u00fckselmi\u015ftir. \u00c7a\u011fr\u0131 merkezi hizmetine duyulan ihtiya\u00e7 art\u0131\u015f\u0131, bu sekt\u00f6re yat\u0131r\u0131mlar\u0131n artarak devam edece\u011fini g\u00f6stermektedir. Firmalar\u0131n 2012 y\u0131l\u0131ndaki b\u00fcy\u00fcme tahminide benzer seviyelerdedir.<\/p>\n

2011 y\u0131l\u0131ndaki toplam agent (m\u00fc\u015fteri temsilcisi) say\u0131s\u0131 55.000 ki\u015finin biraz \u00fczerinde oldu\u011fu tahmin edilmektedir.<\/p>\n

Agent say\u0131s\u0131ndaki y\u0131ll\u0131k ortama b\u00fcy\u00fcme %16 seviyesindedir.<\/p>\n

Ara\u015ft\u0131rma sonucuna g\u00f6re agentlar\u0131n %58,50\u2019lik bir kesiminin \u0130stanbul, %9,54 Ankara, %3,54 \u0130zmir\u2019de istihdam edilmektedir. Bu 3 b\u00fcy\u00fck il d\u0131\u015f\u0131nda istidam edilen agent say\u0131s\u0131 tahminen 16.000 ki\u015fidir. \u00d6n\u00fcm\u00fczdeki y\u0131l \u00f6ng\u00f6r\u00fclen yeni seat yat\u0131r\u0131mlar\u0131 ve mevcut yat\u0131r\u0131mlardaki istihdam art\u0131\u015flar\u0131 ile birlikte 2012 y\u0131l\u0131nda bu say\u0131n\u0131n 20.000\u2019in \u00fczerine \u00e7\u0131kaca\u011f\u0131 beklenmektedir. Buda bize \u00f6n\u00fcm\u00fczdeki y\u0131llarda 3 b\u00fcy\u00fck il ve di\u011fer iller aras\u0131ndaki seat, agent oran farklar\u0131n\u0131n azalmaya devam edece\u011fini g\u00f6stermektedir.<\/p>\n

Kamu sekt\u00f6r\u00fcnde artan \u00e7a\u011fr\u0131 merkezi talebi, genel olarak pazar\u0131n b\u00fcy\u00fcmesini tetiklemektedir. 2010 ve 2011 y\u0131l\u0131ndaki b\u00fcy\u00fck kamu ihaleleri d\u0131\u015f kaynak \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fc taraf\u0131ndan heyecanla kar\u015f\u0131lanm\u0131\u015ft\u0131r. \u00d6n\u00fcm\u00fczdeki y\u0131llarda \u201cvatanda\u015f\u0131n\u0131 dinleyen\u201d h\u00fck\u00fcmet politikas\u0131 anlay\u0131\u015f\u0131n\u0131n sonucu olarak kamu sekt\u00f6r\u00fcnde \u00e7a\u011fr\u0131 merkezi ihtiyac\u0131n\u0131n h\u0131zla artaca\u011f\u0131 \u00f6ng\u00f6r\u00fclmektedir.<\/p>\n

Yukar\u0131daki analizde kamu sekt\u00f6r\u00fcne kamu bankalar\u0131 dahil edilmemi\u015ftir. Kamu bankalar\u0131 finans sekt\u00f6r\u00fcnde de\u011ferlendirilmi\u015ftir. Kamu bankalar\u0131 hari\u00e7 kamu sekt\u00f6r\u00fc i\u00e7in hizmet veren agent say\u0131s\u0131n\u0131n 5 ve \u00fczeri agent \u00e7al\u0131\u015ft\u0131ran \u00e7a\u011fr\u0131 merkezleri baz al\u0131nd\u0131\u011f\u0131nda 2.000\u2019in \u00fczerinde oldu\u011fu tahmin edilmektedir. Buna kamu bankalar\u0131 ve k\u00fc\u00e7\u00fck \u00f6l\u00e7ekli \u00e7a\u011fr\u0131 merkezleride dahil edildi\u011finde toplam agent say\u0131s\u0131n\u0131n 2011 y\u0131l\u0131 i\u00e7in 3.000-3.500 civar\u0131 oldu\u011fu \u00f6ng\u00f6r\u00fclmektedir.<\/p>\n

Toplam agent say\u0131s\u0131ndaki y\u0131ll\u0131k ortama b\u00fcy\u00fcme %16 seviyesindeyken Kamu sekt\u00f6r\u00fcnde istihdam edilen agent say\u0131s\u0131ndaki son 1 y\u0131l i\u00e7indeki b\u00fcy\u00fcme oran\u0131 %300 civar\u0131ndad\u0131r. Bu b\u00fcy\u00fcmenin yeni ihaleler sonucunda dahada artarak devam edece\u011fi d\u00fc\u015f\u00fcn\u00fclmektedir.<\/p>\n

Kamu \u00e7a\u011fr\u0131 merkezlerinin ana hizmet kolu m\u00fc\u015fteri hizmetleri ve bilgilendirmedir.<\/p>\n

Kamu kurulu\u015flar\u0131n\u0131n b\u00fcnyesinde yer alan \u00e7a\u011fr\u0131 merkezlerinin yar\u0131dan fazlas\u0131 \u00f6n\u00fcm\u00fczdeki y\u0131l seat say\u0131lar\u0131nda art\u0131\u015flar\u0131n olaca\u011f\u0131n\u0131 \u00f6ng\u00f6rmektedir.<\/p>\n

Kendi b\u00fcnyesinde \u00e7a\u011fr\u0131 merkezi bulunan kamu kurumlar\u0131 d\u0131\u015f kaynak servis firmalar\u0131ndan hizmet alma fikrine s\u0131cak bakmamaktad\u0131rlar. Bunun temel nedenleri s\u0131ras\u0131yla; kurum politikas\u0131, g\u00fcvenlik ve kendi personelinin daha verimli \u015fekilde hizmet verece\u011fine inan\u0131lmas\u0131d\u0131r.<\/p>\n

Kendi b\u00fcnyesinde \u00e7a\u011fr\u0131 merkezi olan kamu kurumlar\u0131n\u0131n yakla\u015f\u0131k \u00fc\u00e7te biri \u00f6n\u00fcm\u00fczdeki y\u0131l \u00e7a\u011fr\u0131 merkezlerine yeni yat\u0131r\u0131mlar planlad\u0131klar\u0131n\u0131 belirtmi\u015flerdir. Yat\u0131r\u0131mlar\u0131n daha \u00e7ok yaz\u0131l\u0131m ve personel konular\u0131nda olaca\u011f\u0131 d\u00fc\u015f\u00fcn\u00fclmektedir.<\/p>\n

Kamu kurumlar\u0131 \u00e7a\u011fr\u0131 merkezi alt yap\u0131 sa\u011flay\u0131c\u0131lar\u0131nda en \u00e7ok teknik \u00f6zellikler ve tecr\u00fcbelere bakarken marka ve tavsiyeye daha az \u00f6nem vermektedir.<\/p>\n","protected":false},"excerpt":{"rendered":"

\u00d6nerilerim ge\u00e7 de olsa dikkate al\u0131n\u0131yor. Daha \u00f6nce size yazm\u0131\u015ft\u0131m. http:\/\/atif.unaldi.org\/blog\/2010\/03\/04\/bilisim-sektoru-vizyon-politikalar-ve-tedbirler\/ \u00c7al\u0131\u015ftay ve call center konusundaki \u00f6nerilerimi. Ula\u015ft\u0131rma Bakan\u0131 Binali Y\u0131ld\u0131r\u0131m: \u201cT\u00fcrkiye, \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcnde hizmet ihra\u00e7 eden bir pozisyon almal\u0131d\u0131r\u201d<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[249,196,295,760,1264],"class_list":["post-5988","post","type-post","status-publish","format-standard","hentry","category-blogum","tag-binali-yildirim","tag-calisma-bakanligi","tag-call-center","tag-istihdam","tag-tayfun-acarer","post_format-post-format-standard"],"yoast_head":"\n\u00d6nerilerim ge\u00e7 de olsa dikkate al\u0131n\u0131yor. - At\u0131f \u00dcnald\u0131<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/atif.unaldi.org\/blog\/2011\/09\/28\/onerilerim-gec-de-olsa-dikkate-aliniyor\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00d6nerilerim ge\u00e7 de olsa dikkate al\u0131n\u0131yor. - At\u0131f \u00dcnald\u0131\" \/>\n<meta property=\"og:description\" content=\"\u00d6nerilerim ge\u00e7 de olsa dikkate al\u0131n\u0131yor. 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