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Turnover of call centre employees
Rulík, Tomáš ; Michalík, David (advisor) ; Uhlář, Pavel (referee)
In this paper we deal with employee turnover of call centre operators in one particular company. To understand various causes of call centre operators turnover we have executed a qualitative as well as quantitative research. In the qualitative research we have interviewed 16 call centre operators focusing on the turnover causes from the view of the operators. Furthermore we have also interviewed all 3 members of the human resources department. These interviews concerned the functionong of that department as a whole. Finally, we have interviewed a former HR manager of this company, who have shared with us his views about the work, aim and future of the HR department. All these interviews have enabled us to understand what the causes of employee turnover are, and what the members of HR department deal with. In addition, we have executed quantitative research, in which we examined the relation between the rate of employee turnover and age, gender, reaching financial performance goals and work performance. The results of our studies show that there is no statistically significant relationship between age and the operator's termination of employment; length of employment and gender; the time before the termination of the employment relationship on the financial performance goals; nor time effect before...
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Survey of the validity of the methods of employee selection
Červený, Daniel ; Kuchař, Pavel (advisor) ; Tuček, Milan (referee)
The Diploma thesis "Survey of the Validity of the Methods of Employee Selection" deals with analysis of methods validity that is used for the company employees'selection. On the basis of literature studied, author identifies following keywords related to the subject of the diploma thesis: Human Resources Management, Vision, Business strategy, HR strategy, Human Resources planning, Employees' selection and recruitment, Fluctuation and Evaluation of Work performance. Author further focuses on the research of validity of personal selection methods that have already been published earlier. Author performed particular research solution that took place in three phases. The first stage explored an optimal mix of selection methods for recruitment according to particular positions. Respondents were experts specializing on issues of Human Resources issues. The second phase focused on research of validity of personal selection methods. Validity of selection methods was examined by correlation coefficient between predicted work performance estimated by the given method, and the measured real work performance of the recruited employee in the evaluation system of the work performance. HR staff was questioned. The third phase examined the appropriateness of using selection methods, which were determined by...
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Turnover of call centre employees
Smolová, Iva ; Wagnerová, Irena (advisor) ; Štikar, Jiří (referee)
Submitted thesis focuses on call center staff turnover. After short reference to work psychology and organization the theoretic part deals mainly with the characterization of this phenomenon. It aims to specify the main factors and it refers to possible stabilization measures. The second theme of the thesis is call centre and work of operators. Possible difficulties and risks of this job are described, the profesiogram of an employee of the particular selling point has been compiled. The last chapter deals with recruitment procedure. It specifies the single phases of the selection procedure, beginning with the preparation and compilation of necessary documents and ending with adaptation phase of a new employee at the end of the whole procedure. The empirical part of the thesis focuses on the turnover in company "A". The analysis of the personnel data from 2009 to October 2010 was the first step. Subsequently we tried to answer the question, if it is possible to use Time Crirtical Desecion Making Test (used in current selective procedure), sociability, ability to assert oneself a comunicability as predictors of continuance in company. As a diagnostic method the Bochum Personality Questionnaire was used.
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Comparison of need for cooperation in a medical team at a unit of intensive care and standard department
Polívková, Lenka ; Marsová, Jana (advisor) ; Drábková, Jarmila (referee)
Téma: Porovnání potřeby sounáležitosti ve zdravotnickém týmu na jednotkách intenzivní péče a standardních odděleních. Cílem diplomové práce je zjistit míru uspokojení potřeby sounáležitosti ve zdravotnickém týmu na jednotkách intenzivní péče a standardních odděleních. Ve své teoretické části se zabývám podrobným rozborem potřeby sounáležitosti. Charakterizuji problematiku lidských potřeb a jejich důležitost při působení v pracovním kolektivu na jednotkách intenzivní péče a standardních odděleních. Poukazuji na příčiny a projevy frustrace této potřeby. Zabývám se fluktuací zdravotnických pracovníků a pohlížím na narušení potřeby sounáležitosti, jako na jeden z důvodu proč sestry mění pracovní místa. Praktická část práce je zpracována formou kvantitativního výzkumu. Metodou dotazníkového šetření jsem získala data od 142 respondentů (všeobecných sester, sanitářů, fyzioterapeutů ve fakultních a krajských nemocnicích). V dotazníku jsem sledovala tyto oblasti: základní faktografické údaje, frustraci potřeby sounáležitosti a její projevy, důvody fluktuace, motivaci v pracovním kolektivu. Zpracováním dat jsem došla k závěru, že sestry znají význam výrazu potřeba sounáležitosti. Subjektivně více vnímají frustraci sounáležitosti zdravotničtí pracovníci ze standardních oddělení než zdravotníci z jednotek...
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Employee's Turnover in Corporate Practice
Uher, Aleš ; Kaczor, Pavel (advisor) ; Musil, Martin (referee)
Main purpose of this bachelor thesis is to analyze employee's Turnover in business practice. In this thesis are summarized the basics of the common concept of employee's Turnover and it´s importance in influencing management of human resources. Further in the thesis it´s analyzed rate of fluctuation in establishment Planá nad Lužnicí which is owned by MADETA a.s. company. Survey is focused on analyzing of satisfaction of employees in the establisment. Other goals of my thesis are analyzing employees dissatisfaction in establishment and their potential purpose of leaving the company. In the end of this thesis are designed recommendations for company to eliminate rate of employee's turnover.
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Recruitment and Selection Process
Fatrdlová, Anita ; Margarisová, Klára (advisor) ; Alice, Alice (referee)
This master thesis focuses on the recruitment of employees provided by recruitment
agency PŘEDVÝBĚR.CZ. The work is composed of two main sections, the theoretical
part and the survey. The theoretical part defines the terminology used in the thesis and
describes the processes of recruitment. The part consists of information gathered from the
professional literature. The recruitment agency is described in the survey first. Then comes
the data analysis. The data were gathered during interviews with both the top management
of the agency and the recruitment consultants. The conclusions of the thesis are based on
the gathered data.
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Management and employment development in the banking sector
Vargová, Naděžda ; Toth, Daniel (advisor) ; Pavel, Pavel (referee)
This thesis researches the causes of employee turnover in the banking sector. The aim of this thesis is to determine the causes of employee turnover, identify problem areas and propose solutions to reach an optimal turnover rate. The questions the author asks are: what can be done in order to reduce employee turnover in the banking sector and to maintain optimal turnover rates, and what motivates employees to change employment? There is no simple answer to these questions. The author chose a pair of banking companies. The first step was using internal resources in order to determine the turnover rate, the survival rate and the stability index. The next stage was conducting a survey among employees, specifically relating to job satisfaction and closely related to turnover rates. The third and final step was participation in job interviews in order to better understand how human resource management worked in the two banks chosen. The author looked at what both companies have in common, what the differences are and identified the potential risks of employees leaving the services of a company and being subsequently employed by rival companies.
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Analysis of Employees Fluctuation
Vaníčková, Michaela ; Vystrčilová, Lucie (referee) ; Hornungová, Jana (advisor)
Bachelor´s thesis is focused on evaluation of fluctuation rate in České dráhy, a. s. company and on satisfaction of its employees which is obtained by survey process. First part is focused on concept of fluctuation in general - its causes, positives and negatives. Analytical part is dedicated to calculation of ratio index during period of 2012 – 2014, calculation of fluctuation for years 2010 – 2014 and evaluation of survey. In the last part there are suggestions according to the survey.
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Fluctuation of Employees in State Company
Matuszná, Veronika ; Ligocki, Miroslav (referee) ; Hornungová, Jana (advisor)
The aim of this bachelor thesis is to focus on the scale of fluctuations employees in the state company. The thesis is divided into two parts, theoretical and practical. In the first part are defined the basic concepts as fluctuation, causes of fluctuations, positive and negative impacts on the social environment. The practical part focus on the personal description of the company by analysing the company fluctuations in years 2010 – 2015. The research of the satisfaction of employees is necessary part in this thesis, because of its impact on fluctuations of the company.
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Efektívny výber zamestnancov
Tatarová, Monika
An effective choice of employees.Diploma thesis. Brno: Mendel Uni-versity in Brno 2015. The diploma thesis is focused on an effective choice of employees. The aim is to suggest how to improve the choice of employees so as the staff leave rate in a call centre reduces. In the literary research the literary sources in the Czech language are used as well as the foreign literature, professional magazines, Internet sources and the law with the employee choice topic. In the thesis the current choice of employees is described. Then the proposals for the effective choice of employees are compiled based on the questionnaire survey. The cost reduction connected with the new employees hiring is emphasized. The proposals are to be applied in companies focused on telemarketing so that they have stable and high quality team of employees
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