Turkcell - Erzurum Call Centre Economic Impact Analysis
Completed Project: (February 2011 - September 2011)
Origin of funding: Turkcell
The project aimed to analyze the competitive power of Erzurum within its region and among other similar cities, to define the sector wise development axes for Erzurum and to explore the role of call centres in fostering regional development and competitiveness with its social and economic impacts on various parties.
The study consisted of three stages. At the first stage, the available data on Erzurum was collected in order to review the socio-economic status of Erzurum and the way it has changed through-out the time. The data analysis included the comparative analysis in order to determine the competitive power of Erzurum among other cities both within its region and similar cities. At the second stage, a literature survey was conducted both to analyse the development of call centres as a business service and their role in regional development in other parts of the world. The third stage of the study was consisted of conducting the surveys designed by the TEPAV project team to evaluate how the Turkcell Call Centre experience have caused improvements for the employees’ personal lives and for the city as a whole. In-depth interviews were also conducted with the key personnel of the leading institutions and organizations in Erzurum to expose how the Turkcell Call Centre and its role for the development of Erzurum was perceived by them.
A final report on the evaluation of the competitive power of Erzurum, sector wise development axes and the role of the call centres in fostering regional development and competitiveness was written as a synthesis of the three layered study.
Within the scope of the project, TEPAV has provided the following services:
- Review of the socio-economic indicators of Erzurum.
- Design, conduction and analysis of surveys which were applied to the call center employees at different posts.
- Conduction of in-depth interviews with the key personnel of the leading institutions and organizations in Erzurum.
- Calculation of the multiplier effect of the Turkcell Call Centre on the Erzurum’s economy.
- How can fiberoptic cables reduce migration from the east to the west?
