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Telemarketing
Špicová, Martina ; Hanák, David (referee) ; Chalupský, Vladimír (advisor)
The Master’s thesis analyses problems connected with purchasing and providing information by the means of telemarketing. On the basis of the obtained imperfections, this Master’s thesis includes the proposal of the process of communication by the means of the customer line, which ensures its more effective function.
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Automatic Attendant application using Asterisk PBX
Benýšek, Jiří ; Krajsa, Ondřej (referee) ; Kovář, Petr (advisor)
Application of IP telephony is still more and more popular. This technology is designed for large companies as well as for home or office use. If customer needs to use advanced features of the private branch exchanges, he had to purchase more expensive solutions than common equipment. These professional products may be replaced by open source solutions, which can fully replace them. Private branch exchange Asterisk is one example of these products. Bachelor’s thesis is focused on IP telephony, treats of basic principles and network protocols used by this service. This thesis then describes the public branch exchange Asterisk, its possibilities for use in call centers and administration of call queues using this PBX. After theoretical analysis, this thesis deals with installation and configuration of this PBX. It includes installation of necessary operating system, additional packages containing necessary libraries and modules needed for correct function of the PBX. Configuration of Asterisk such as creation of user accounts of SIP protocol and dialplan is described in the next chapter and then all of these functions are tested. Achieved practical results are presented in the last chapter of this bachelor’s thesis.
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The Recruitment Process At The Call Centre RWE
Popovičová, Jasmína ; Palíšková, Marcela (advisor) ; Honsová, Pavlína (referee)
The aim of the bachelors thesis is to analyse the recruitment process at Call centre RWE, explore untapped labour market, identify strengths and weaknesses of the recruitment process and make suggestions to improve current labour situation. Thesis is divided into two sections - theoretical and practical. Theoretical section describes terms and theory of recruitment. Practical section consists of the description of the company, current situation in recruitment at the Call centre RWE, results of the research and strengths and weaknesses of the recruitment process together with the suggestions for increasing its outcome. The research included these topics - student employment, popularity of the position call centre operator, RWEs employer brand especially its attractiveness and the recruitment campaign.
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Vliv motivace na fluktuaci zaměstnanců kontaktního centra
Slavětinská, Jana
The aim of the thesis is to propose applicable recommendations of the remuneration system, which will lead to higher customer satisfaction and employee engagement contact centres in order to reduce their turnover rate, which currently stands at 23 %. The methods used to achieved the objective analysis of the current remuneration system, guided interview with the head of contact centre survey. Based on the data obtained and the results were evaluated concrete proposals formulated so that it can be applied in practice. Recommendations relating to the adaptation of financial evaluation of call centre staff, changes in employee benefits, adjustments to the evaluation system, as well as changes in management personnel in managerial positions and proposals for the introduction of the cafeteria system in the company. In the context of applicability into account individual recommendations and cost perspective.
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Příčiny fluktuace pracovního týmu ve vybrané společnosti
Kruťa, Adam
This Bachelor thesis analyzes the current situation (associated with high turnover) in the work team of selected company. Theoretical bases are describing problem of fluctuation, elements of motivation and satisfaction of employees. These elements are evaluated with the help of questionnaires and surveys so we can find out real and possible causes of employees leaving the company. Each of these causes has its own effective solutions which can reduce the turnover of employees in the team. There is an established inefficient career growth of an operator in the work teams which should be replaced by one meeting the requirements of the operators. The most common reasons for leaving are other job opportunities, salary, performance bonuses, job content, supervisor, lack of time and fees. This applies to more than 50% of the staff. Former employees have agreed that the final reason for leaving was their supervisor. Trainings of managerial skills by external lecturers which are specialists in the field could help create quality background for management of the company and would be beneficial for current leaders .Conducting regular surveys of the staff's satisfaction, evaluation of the operator of the month, evaluation of the team of the month, loyalty benefits of the long-term employed operators, differentiation of work, new kinds of rewards, fees elimination, new leadership and increased awareness of operators would help to run the company more efficiently.
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Working opportunities and working conditions in call centre
Stakhariuk, Liudmyla ; Šikýř, Martin (advisor) ; Němec, Otakar (referee)
This thesis deals with the issue of job and working conditions in British call centers located in the third world countries (understood in developing countries and countries of the former Soviet Union). The aim of this thesis is to analyze the existing job opportunities and working conditions and the applied principles and practices of human resource management and marketing in the call center of the British International company Cupid plc in Ukrainian city Dnepropetrovsk, identify the problems and suggest solutions. The thesis is divided into eight chapters: organizing (explains the essence of organizing and classifies the types of organizational structures), call center (describes the traditional call center model, modern trends and problems in call centers), international company (explains the philosophy and strategy of companies at the international market); the third world countries (defines and characterizes the problems of the third world countries), human resource management of the international company (defines and explains the strategy, policies and practices of human resources management of the international company); marketing of the international company (defines and explains the strategy, policies and procedures of customer relationship management of the international firms); call centers of the international companies in the third world countries (gives examples of the activities and problems of British call centers in India, Pakistan and the Philippines); British call center in Ukraine (analyzes specific British call center of the international company in Ukrainian city Dnepropetrovsk). This thesis is processed using literature, case studies, internal documents and personal experience of the author.
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