Rıdvan KESKİNSadullah LUDERSArtun TOPAÇ2024-07-242024-07-2420211302-6739http://akademikarsiv.cbu.edu.tr:4000/handle/123456789/25688Factors affecting employee satisfaction in call centres in Turkey isexamined with questionnaire technique through analysing their frequency,Exploratory Factor Analysis (EFA), and factors with t-test and ANOVA, and finallyStructural Equation Modelling (SEM). There are significant differences for employeeperception of in-service training between age groups, and also differences skills &performance development opportunities (F5) between various education levels. SEManalysis show that five factors affecting their satisfaction are respectively employees’perception of collaboration and teamwork (F3), skills & performance developmentopportunities (F5), employees’ perception of employers’ management style (F1),employees’ perception of in-service training (F2), and employees’ perception ofworking conditions (F4).engAraştırma Makalesi