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Analysis of the CRM System of the Chosen Company
Bartošková, Vlasta ; Grus, Vojtěch (referee) ; Klčová, Hana (advisor)
The thesis deals with Customer Relationship Management. The theoretical part focuses on the developement of customer relations and the CRM. Analytical part of the thesis is focused on current state of the CRM system assessment being used. From the obtained information and the revealed weaknesses in this company I seek to introduce a proposal of changes and recommendations that should lead to improve the creation and maintenance of customer relationships.
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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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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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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 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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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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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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Improving the quality of service provided by PFP s.r.o. with help of its own call centre
Jílková, Markéta ; Kořánová, Helena (advisor) ; Janatová, Lenka (referee)
The main objective of this thesis will be to propose a project to establish a new internal call centre of company PFP s.r.o., which mainly deals with insurance of motor vehicles and became the first website to compare products and prices in the insurance market . The thesis will describe operation of the company before establishment of the call centre and will identify key considerations which led the company to the idea of building an internal call centre. The thesis will focus on identifying and proposing appropriate processes that will led to improved quality of service while communicating with clients of PFP s.r.o. and also ensure a more efficient employees. The practical part will propose specific actions that will ensure smooth running of the new call centre.
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Use of Methods of Psychological Diagnostics in Human Resources Management
Pařízková, Dana ; Stříteský, Marek (advisor) ; Campbell, Jan (referee)
This thesis deals with the possibilities of the use of psychological assessment tools in selecting of employees. The theoretical part discusses the theoretical background of selection of employees, turnover and psychological assessment. Attention is paid to the efficient selection procedure with emphasis on the use of psychological assess-ment tools (questionnaires and tests) as a mean to reduce staff turnover, and thus to more effective management of human resources. The practical part deals with the analysis, examination and comparison of selected psychological instruments avail-able by company Motiv P s.r.o., cut-e czech s.r.o., Assessment Systems s.r.o. and TCC Online s.r.o., on the basis of pre-defined crucial criteria and characteristics for the implementation of these instruments in a particular company in the selection of call center operators. The result of this thesis is recommendation of specific psychological assessment instruments that according to aims, purpose and needs of particular company would help to reduce turnover of employees.
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