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Business plan
Cugerean, Jiří ; Vencl, Tomáš (referee) ; Kříž, Jiří (advisor)
This Master's thesis deals with entrepreneurial intention of Invia.cz s.r.o. company. Aim of the thesis is extension of company. Based on analysis of current condition of copany, There is also offered specific design and realization of new created call center, that can help to festen the position of company on tourism market.
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Proposal for the Improved Salary Structure in the Company
Bušová, Jana ; Los, Miroslav (referee) ; Martinovičová, Dana (advisor)
The bachelor thesis analyzes the motivation of the staff and the salary structure in the theoretical part. The practical part consists of the research by questionnaire as a main instrument which is used during the research. The questionnaire contains questions about the evaluation system of the staff and according to the research the solution for a new salary structure and for the staff motivation was suggested. At the end of this thesis there is a proposal for the improved salary structure and motivation system which will be more preferable in the staff.
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Design of Information System for Customer Support
Šafařík, Pavel ; Klíma, Miroslav (referee) ; Luhan, Jan (advisor)
The bachelor thesis pays attention to the proposal of a system supporting the service and customer services. In its first chapter, the thesis describes the key field for customer services, their supply and usage, Furthermore, it speaks about the system of call centres, their types, possibilities and function. The next part submits an analysis of the existing situation in the service network and equipment of a particular company, the second part of the thesis includes a proposal of the complete system to solve the customer support from the point of view of the end users and the service partners. In the evaluating and concluding part, it focuses on the applicability of the system, its implementation and contributions.
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Proposal of Call Center Technology Changing
Vavrisová, Lenka ; Svoboda, Jan (referee) ; Ondrák, Viktor (advisor)
Objective of this work is to inform readers obout questions of telecommunication systems, whether analog or digital, and above all of the systems based on VoIP technology. Main intention of this bachelor work is then design of functional Call Center system and voice network, that would substitute present obsolete TDM system of concrete corporation.
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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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Further professional education and development of the XY publishing house's call center employees
Koubek, Daniel
The diploma thesis deals with the issue of further professional education and the system of corporate education. The work is divided into two parts - theoretical and empirical. In the theoretical part, the basic terms associated with the concept of lifelong learning are defined, with an emphasis on terminology related to further professional education, employee development, human capital and career management. One of the chapters is devoted to the setting of the company education system and education strategies. In the empirical part, the identification of educational needs and the analysis of the system of corporate education of call center employees were carried out. The research was carried out at the XY publishing house in Prague. Based on the obtained data, a competence model of call center workers was designed and subsequently implemented into the employee education strategy. The investigations carried out show that the XY publishing house uses a systematic model of company education - it provides and enables employees to learn in various areas with regard to a specific profession and its qualification and competence requirements. Corporate education functions as one of the key tools of further professional education and development of employees with the aim of achieving better sales results,...
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Further professional education and development of the XY publishing house's call center employees
Koubek, Daniel ; Veteška, Jaroslav (advisor) ; Kříž, Jaroslav (referee)
The diploma thesis deals with the issue of further professional education and the system of corporate education. The work is divided into two parts - theoretical and empirical. In the theoretical part, the basic terms associated with the concept of lifelong learning are defined, with an emphasis on terminology related to further professional education, employee development, human capital and career management. One of the chapters is devoted to the setting of the company education system and education strategies. In the empirical part, the identification of educational needs and the analysis of the system of corporate education of call center employees were carried out. The research was carried out at the XY publishing house in Prague. Based on the obtained data, a competence model of call center workers was designed and subsequently implemented into the employee education strategy. The investigations carried out show that the XY publishing house uses a systematic model of company education - it provides and enables employees to learn in various areas with regard to a specific profession and its qualification and competence requirements. Corporate education functions as one of the key tools of further professional education and development of employees with the aim of achieving better sales results,...
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Prostředí komerčních call center na trhu v České republice
Karásek, Jan
The diploma thesis deals with the analysis of the macroenvironment of companies operating in the market of commercial call centers in the Czech Republic. The analysis is performed from the perspective of a new entity in the existing market, an analysis of the competitive environment and an analysis of the attractiveness of the industry was also performed. Based on analytical work, the author compiles a set of recommendations for a new company entering the industry.
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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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Software Application of Statistical Methods in Data Driven Management
Rádl, Miloš ; Šustrová, Tereza (referee) ; Novotná, Veronika (advisor)
This thesis focuses on the assessment of possibilities in using software application of statistical methods in the field of data driven enterprise management. This includes a practical demonstration in a form of an analysis of telemarketing and an analysis of the work of company call centre. The thesis also contains assessment of the results of said analysis and recommendations based on them, which are aimed to help the enterprise in related endeavors.
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