Original title: Analýza výkonnosti call centra pomocí statistických metod
Translated title: Analysis of Call Center Performance Using Statistical Methods
Authors: Přikrylová, Veronika ; Novotná, Veronika (referee) ; Doubravský, Karel (advisor)
Document type: Master’s theses
Year: 2013
Language: slo
Publisher: Vysoké učení technické v Brně. Fakulta podnikatelská
Abstract: [slo] [eng]
Diplomová práca sa zaoberá analýzou kľúčových oblastí výkonnosti call centra, ktoré kontaktuje dlţných klientov nebankovej spoločnosti, ktorá poskytuje pôţičky. Pomocou širokého spektra štatistických metód autorka analyzuje samotný vymáhací proces a následne navrhuje opatrenia, ktoré by mali viesť k jeho zefektívneniu a teda k celkovo lepšej výkonnosti celého call centra. The master’s thesis analyzes the key performance areas of the call centre, which contact debtors of nonbank company, which provides loans. An author analyze a collection process with a wide range of statistical methods and then propose actions, which would lead to do this process more effective, which overall will lead to a better performance of whole call centre.
Keywords: cluster analysis; collection process; connect rate of call centre; control charts; number of connected calls; number of promises to pay; number of really paid promises; tests of statistical hypothesis

Institution: Brno University of Technology (web)
Document availability information: Fulltext is available in the Brno University of Technology Digital Library.
Original record: http://hdl.handle.net/11012/25833

Permalink: http://www.nusl.cz/ntk/nusl-224253


The record appears in these collections:
Universities and colleges > Public universities > Brno University of Technology
Academic theses (ETDs) > Master’s theses