A RESEARCH ON THE FACTORS AFFECTING THE INDUSTRIAL 4.0 AND CALL SERVICES

The first industrial revolution, the Industry 1.0, with the discovery of steam and the use of machines, was realized by switching from agricultural economy at the end of the century 18. The Industry 2.0 is believed to have started with the Fordist production system, where Henry Ford adopted mass production for car assembly. Although this period is the beginning of mass production, it covers the period until the end of 1960s. The Industry 3.0 has shown itself with developments in electronic and information Technologies since the beginning of the 1970s. In this era, machines using digital technology was replaced with the ones using mechanical and electronic technology in production. Computer and internet have developed rapidly thanks to digital technology and the use of information processing, communication and micro-electronic techniques has become widespread. In 2011, the Industry 4.0 was expressed for the first time at Hannover Fair. Experts attending this fair stated that the modern face of the IT age has brought a whole new dimension to the production processes and that a new industrial revolution was taking place. The technological factors of the industry that will shape the industrial production of the future includes three-dimensional (3D) printers, the Internet of objects, -smart factories, cyber-physical systems, big data, autonomous robots, simulation, system integration, cloud computing and increased facts are grouped under ten groups. The Industry 4.0 that brings information and production technologies together defines a period in communication of devices and machines with each other and to be able to exchange data. Call centers are considered as one of the services that was emerged as a result of the expansion of outsourcing in the service sector with the developments in information and Communication Technology. In this respect, Call Centers, which are the most important contact points established with customers, are among the sectors that follow and are affected by the Industry 4.0. In this study, the relationship between the Industry 4.0 and call services are examined and evaluated in relation to the employees, managers and customers of the Industry 4.0. In this study, it is aimed to examine the relationship of call services with the units related to the Industry 4.0. The population of this study is composed of call centers in Istanbul. In this study, simple random sampling method was employed. The sample consists of 114 employees. The survey method was used for study. In the first part of the survey, there are statements about the