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Design of Application for Call Center
Majerová, Viktoria ; Koch, Miloš (referee) ; Dydowicz, Petr (advisor)
The bachelor's work focuses on the creation of a web application for the call center, that is mainly focused on the work of operators. The work contains an analysis of the current situation of both the company and the market situation. The design includes application use cases, user and administrative interface, database design. The conclusion deals with the economic evaluation of the proposal.
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Design of Application for Call Center
Majerová, Viktoria ; Koch, Miloš (referee) ; Dydowicz, Petr (advisor)
The bachelor's work focuses on the creation of a web application for the call center, that is mainly focused on the work of operators. The work contains an analysis of the current situation of both the company and the market situation. The design includes application use cases, user and administrative interface, database design. The conclusion deals with the economic evaluation of the proposal.
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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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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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