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.

Dienstleister in der Telekommunikationsbranche haben nicht zuletzt aus rechtlicher Sicht die Pflicht zu einem sensiblen Umgang mit personenbezogenen Daten. Dies bezieht sich nicht nur auf Kundendaten, sondern ebenso auf mitarbeiterbezogene Daten zur Führung eines Call Centers. Je nach Situation und Anwendungsfall regeln die Verwendungsmöglichkeiten dieser Daten in Call Centern das allgemeine Persönlichkeitsrecht und das Bundesdatenschutzgesetz (BDSG). Daraus ergibt sich für die Entwicklung und den Einsatz von Call Center-spezifischen Anwendungssystemen (z.B. Kampagnenmanagement-Systeme, Dialer) die Herausforderung, zum einen die Einhaltung rechtlicher Bestimmungen sicherzustellen, aber zum anderen den häufig detailreichen Informationsbedarfen der Call Center-Leitungsebenen zu entsprechen. Neben rechtlichen Beschränkungen bei der Handhabung von Kundendaten sind hier die Grenzen und Grauzonen bezüglich der Verwendungsmöglichkeiten von Leistungsdaten zur Mitarbeiterüberwachung und -beurteilung (z.B. verdecktes Mithören oder Gesprächsaufzeichnung) zu berücksichtigen.:1 Einleitung 2 Verwendung personenbezogener Daten 2.1 Personenbezogene Daten 2.2 Verwendung personenbezogener Daten nach BDSG 2.3 Legitimation durch Einwilligung 2.4 Aufhebung der Zweckbindung 2.5 Transparenzpflicht gegenüber den Betroffenen 2.6 Zusammenfassung 3 Telefondatenerfassung im Call Center 3.1 Erfassung von Dienstgesprächen 3.2 Besonderheiten in Call Centern 3.3 Mithören und Gesprächsaufzeichnung in Call Centern 4 Fazit

El presente documento tiene como propósito evaluar la factibilidad de poner en marcha y de manera rentable una operación de contact center en Lima, teniendo como elemento diferenciador el operar de acuerdo a la certificación de calidad COPC GMD especializada para operaciones de contact center. Se ha realizado un análisis del entorno, el sector y del negocio, para lo cual se ha utilizado las principales herramientas y modelos teóricos, así como la experiencia de haber manejado una operación exitosa en este sector por más de 10 años. A través de análisis económico y financiero se determinó que existía la factibilidad de llevar a cabo esta operación con un retorno atractivo para los inversionistas. Asimismo, se determinó que existe espacio para puesta en marcha de un nuevo contact center en Lima y que la certificación de calidad COPC GMD, en sí misma, no representaba un elemento diferenciador, sin embargo, se convertía en un elemento higiénico. / The purpose of this document is to evaluate the feasibility of launching and operating a contact center operation in Lima profitably, having as a differentiating element the operation in accordance with the COPC GMD quality certification specialized for contact center operations. An analysis of the environment, the sector and the business has been carried out, for which the main tools and theoretical models have been used, as well as the experience of having managed a successful operation in this sector for more than 10 years. Through economic and financial analysis it was determined that there was a feasibility to carry out this operation with an attractive return for investors. Likewise, it was determined that there is space for the start-up of a new contact center in Lima and that the quality certification COPC GMD, in itself, did not represent a differentiating element, however, it became a hygienic element. / Tesis

Submitted by Maicon Juliano Schmidt (maicons) on 2015-06-05T17:13:04Z No. of bitstreams: 1 Daniel Burin Chu.pdf: 1313899 bytes, checksum: 1d5a23ac357f108c3b3a1a678db082e1 (MD5) / Made available in DSpace on 2015-06-05T17:13:04Z (GMT). No. of bitstreams: 1 Daniel Burin Chu.pdf: 1313899 bytes, checksum: 1d5a23ac357f108c3b3a1a678db082e1 (MD5) Previous issue date: 2015-04-24 / Nenhuma / O texto propõe uma análise da ambiência que configura o telemarketing na sociedade brasileira. Para isso foi realizada uma observação minuciosa de uma Central de Relacionamento (Call Center), em Porto Alegre. Procuramos verificar as lógicas comunicacionais e as constantes principais no trabalho realizado por operadores de telemarketing. A dissertação procura verificar os dois lados do processo: produtores (atendentes de telemarketing), e receptores (consumidores de telemarketing). No ambiente da circulação, e da Midiatização, oferecemos ao leitor uma pesquisa, um método, e um panorama da situação da questão Call Center-Telemarketing, no mundo da mídia. Isso se fez, principalmente, pela análise do site “Reclame Aqui” (reclameaqui.com.br), e do Canal do Youtube, “Porta dos Fundos”. Realizamos 11 entrevistas com produtores, e 11 entrevistas com receptores. Para tanto foi utilizado o “método clínico” de Piaget, via Delval (2002), para conhecer o pensamento dos sujeitos envolvidos nos processos. Propomos um modelo triádico de análise, a partir da observação do universo dos Call Centers. Esta tríade é formada pelas seguintes categorias: “estranhamento”; “incomunicabilidade”; “ancestralidade”. Este é o motor da pesquisa, e é por esta tríade que caminha toda a nossa dissertação. O método do trabalho é preferencialmente marcado por inferências abdutivas, e é preciso notar que, as três categorias elencadas, fazem parte de um processo altamente inferencial e hipotético, tentando dar as devidas respostas ao fenômeno. / The paper presents an analysis of the environment that sets the telemarketing in Brazilian society. For this a thorough observation of a Customer Service ( Call Center ) was held in Porto Alegre. Tried to verify the communication logic, and the main work done by telemarketers. The dissertation tries to verify both sides of the case: producers (telemarketing operators) and receivers (telemarketing consumers). In circulation environment, and Mediazation, offer the reader a search, a method, and the present situation of the matter Call Center-Telemarketing, in the media world. This was done mainly by the analysis of site “Here Claim” ( reclameaqui.com.br ), and the Youtube Channel, “The Funds Door”. We conducted 11 interviews with producers, and 11 interviews with recipients. For this we used the “clinical method” of Piaget , via Delval (2002 ), to know the thoughts of those involved in the processes. We propose a triadic model of analysis, from the observation of Call Centers universe. This triad is formed by the following categories: “strangeness”; “incommunicado” ; “ancestry”. This is the engine of research, and it is for this triad walks throughout our dissertation. The working method is preferably marked by abductive inferences, and it should be noted that the three categories listed, are part of a highly hypothetical and inferential process, trying to give appropriate answers to the phenomenon.

Made available in DSpace on 2016-04-25T16:44:52Z (GMT). No. of bitstreams: 1 Paulo_Roberto_Giao.pdf: 837515 bytes, checksum: 39c25501b54c71d0d97d98a2ed3a1800 (MD5) Previous issue date: 2006-12-12 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The call center (CC) industry has presented a rapid growth in many countries, it representing substantive part of workforce in these countries. This growth was stimulated by advances in technology information (IT) and for the nasty fall in data transmission and voice costs that occurred in last two decades due to telecommunications deregulation, meaning good opportunities for customer service centers implementation. This research is part of the Global Call Center Industry Project (GCCIP), a global study involving strategy, performance, human resources, technologies and institutional affairs in a greatest number of countries and call centers, which could provide a more complete vision of this industry. Twenty countries are participating in this project as United States, United Kingdom, Australia, India and Brazil. The coordination of the research in Brazil is in charge of PUC-SP. The main objective of this work is to analyze the strategic alignment among the answered strategy by organizations and their internal practices and utilized technologies in call center sector. Call centers are basically a great amount of people and technologies those are joined trough procedures and processes for the service realization regarding customer center proposal, since customer requests until outbound call for telemarketing operations. To try to identify and confirm the main objective, some hypotheses were elaborated and some variables were selected to confirm or not confirm it. Results showed that the strategic alignment was not found considering the industry as a whole, based on obtained sample. It was done analyzing the complete database e verifying, though advanced statistics methods, if the alignment was presented or not. However, using some additional mathematics and statistics tools, it was verified that some strategic aligned cases can be present in global sample or, at least, better results could be found instead of global database analysis. This can be the main contribution of this dissertation, to identify that strategic alignment can not be found in a complete sector but restricted to specific cases ou maybe predefined small groups / A indústria de call center (CC) tem apresentado um rápido crescimento em muitos países, representando significativa parcela da força de trabalho destes países. Este crescimento foi impulsionado pelos avanços da tecnologia da informação (TI) e pela queda acentuada nos custos de transmissão de dados e voz ocorrida nas duas últimas décadas e a desregulamentação das telecomunicações que significaram redução de custos atraentes para a implantação de serviços de interação com consumidores. Esta pesquisa faz parte do The Global Call Center Industry Project (GCCIP), estudo envolvendo estratégia, desempenho, recursos humanos, tecnologia e questões institucionais em um maior número possível de países que pudesse dar uma visão mais elaborada e completa sobre esta indústria. Vinte países de todos os continentes estão participando deste projeto, entre eles Estados Unidos, Reino Unido, Austrália, Índia e Brasil. No Brasil está sob coordenação da PUC de São Paulo. O objetivo principal deste trabalho é analisar se existe o alinhamento estratégico entre as estratégias declaradas pelas empresas que responderam à pesquisa que dá suporte ao mesmo e as práticas internas e tecnologias adotadas no setor de call centers (CC). Os call centers compõem-se basicamente de pessoas e tecnologias que se agrupam através de procedimentos e processos para a realização de serviços inerentes ao atendimento de solicitações ou realizando chamadas em uma operação de telemarketing que seguem ou definem uma determinada estratégia orientada aos mercados que deseja atender. Para isso foram elaboradas hipóteses e selecionadas variáveis que possam corroborá-las ou não Os resultados mostraram não haver um alinhamento estratégico considerando o setor como um todo, através da amostra obtida. Isso foi feito analisando-se a base de dados completa e verificando-se, através de métodos estatísticos se o alinhamento era observado ou não. No entanto, utilizando-se algumas ferramentas matemáticas e estatísticas adicionais, verificou-se que podem existir casos dentro da amostra, que possuam o alinhamento estratégico desejado, ou pelo menos que possam apresentar resultados bem melhores do que os obtidos ao se analisar a amostra como um todo. Essa acaba sendo a principal contribuição deste trabalho, que o alinhamento estratégico talvez não seja possível de ser identificado considerando-se uma grande amostra, mas sim através de casos específicos ou grupos de casos préselecionados

Made available in DSpace on 2016-04-25T16:45:16Z (GMT). No. of bitstreams: 1 Sandra Gentil Di Dario.pdf: 3990902 bytes, checksum: 449a1afac524dd8c2b678106308a06c2 (MD5) Previous issue date: 2009-05-29 / This research focuses on labour issues of an In-house Call Center of a bank, located in the State of São Paulo, which was chosen for being an enterprise of a growing service sector as well as an expressive sector regarding the hiring of workers in Brazil. The research is based on a case study whose participants are two groups of In-house Call Center employees: the employees who have a leading position (supervisor, coordinator and manager) and the ones that do not have a leading position (agents and analysts). The aim of this study is to know the meaning of work attributed by the workers to their own work as well as to the three dimensions of the research instrument: conditional variables, central variables and future consequences. The methodological foundation was based on the dimensions presented in the methodology Meaning of Working (MOW, 1987) adapted to the theoretical foundation of Morin (2004). The research was based in a sample of an In-house Call Center, totalizing 170 questionnaires responded. The data analysis shows the employees opinions regarding the dimensions of the research structure, organized by gender and group of workers of leading and non-leading positions, in the following way: (1) conditional variables: professional and personal situation; nature of the work; organizational structure - management practices; and work conditions; (2) central variables: know the opinion of the employees as to the rank of importance of the work in their professional and personal lives as well as to when an activity means work; relative and objective centrality of work; and finally, with regard to the institutional norms: know the perception of the workers towards their rights, obligations and ethical behavior. Our findings, on the one hand, show that the workers of the In-house Call Center are satisfied with their work conditions as well as with the management style of their employer, the bank; on the other hand, however, the results show that the characteristics of the In-house Call Center sector are low autonomy and high monitoring. Concluding, we consider relevant that the organizations pay attention to the opinion of their employees in order to the quality of professional relationships at workplace / Esta pesquisa está centrada nas questões do trabalho em serviços, em uma central de atendimento própria de um Banco do Estado de São Paulo, por tratar-se tanto de uma empresa do setor de serviços em expansão como por ser um setor expressivo em relação à contratação de pessoas no cenário brasileiro. A pesquisa parte do estudo de caso, cujo objeto de estudo são os profissionais ocupantes do cargo de liderança (supervisor, coordenador e gerente) e não-liderança (operadores e analistas) de uma central de atendimento própria. O objetivo desta dissertação é conhecer o significado do trabalho atribuído pelos profissionais ao próprio trabalho bem como às dimensões do instrumento de pesquisa: variáveis condicionais, variáveis centrais e conseqüências futuras. O embasamento metodológico baseou-se nas dimensões apresentadas na metodologia de pesquisa Meaning of Working (MOW, 1987), adaptada à fundamentação teórica de Morin (2004). A pesquisa partiu da amostra de uma central de atendimento própria, totalizando 170 questionários respondidos. A análise dos dados permite apresentar as opiniões dos profissionais em relação às dimensões da estrutura da pesquisa, por gênero e grupo de cargos classificados como líderes e não líderes, a saber: (1) variáveis condicionais: situação pessoal e profissional; natureza do trabalho; estrutura organizacional - práticas de gestão; condições de trabalho; (2) variáveis centrais: conhecer a opinião dos profissionais quanto ao grau de importância do trabalho em sua vida pessoal e profissional e quando uma atividade significa trabalho; centralidade objetiva e relativa do trabalho; e (3) normas societais: conhecer a percepção dos profissionais com relação aos direitos, aos deveres e à ética. Os resultados de nosso estudo, por um lado, mostram que os profissionais da central de atendimento própria estão satisfeitos com as condições de trabalho bem como com o estilo de gestão de pessoas; no entanto, por outro lado, mostram que as características do setor da central de atendimento própria são confirmadas como baixa autonomia e alto monitoramento. Concluindo, acreditamos ser relevante que as organizações se ocupem das opiniões dos profissionais de modo a possibilitar-lhes aprimorar a qualidade das relações profissionais no local de trabalho

Zugl.: Köln, Universiẗat, Diss., 2007.

Thesis (Ph. D.)--Rutgers University, 2009. / "Graduate Program in Communication, Information and Library Studies." Includes bibliographical references (p. 185-193).

We consider the problem of staffing large-scale service centers with multiple customer classes and agent types operating under quality-of-service (QoS) constraints. We introduce formulations for a class of staffing problems, minimizing the cost of staffing while requiring that the long-run average QoS achieves a certain pre-specified level. The queueing models we use to define such service center staffing problems have random inter-arrival times and random service times. The models we study differ with respect to whether the arrival rates are deterministic or stochastic. In the deterministic version of the service center staffing problem, we assume that the customer arrival rates are known deterministically. It is computationally challenging to solve our service center staffing problem with deterministic arrival rates. Thus, we provide an approximation and prove that the solution of our approximation is asymptotically optimal in the sense that the gap between the optimal value of the exact model and the objective function value of the approximate solution shrinks to zero as the size of the system grows large. In our work, we also focus on doubly stochastic service center systems; that is, we focus on solving large-scale service center staffing problems when the arrival rates are uncertain in addition to the inherent randomness of the system's inter-arrival times and service times. This brings the modeling closer to reality. In solving the service center staffing problems with deterministic arrival rates, we provide a solution procedure for solving staffing problems for doubly stochastic service center systems. We consider a decision making scheme in which we must select staffing levels before observing the arrival rates. We assume that the decision maker has distributional information about the arrival rates at the time of decision making. In the presence of arrival-rate uncertainty, the decision maker's goal is to minimize the staffing cost, while ensuring the QoS achieves a given level. We show that as the system scales large in size, there is at most one key scenario under which the probability of waiting converges to a non-trivial value, i.e., a value strictly between 0 and 1. That is, the system is either over- or under-loaded in any other scenario as the size of the system grows to infinity. Exploiting this result, we propose a two-step solution procedure for the staffing problem with random arrival rates. In the first step, we use the desired QoS level to identify the key scenario corresponding to the optimal staffing level. After finding the key scenario, the random arrival-rate model reduces to a deterministic arrival-rate model. In the second step, we solve the resulting model, with deterministic arrival rate, by using the approximation model we point to above. The approximate optimal staffing level obtained in this procedure asymptotically converges to the true optimal staffing level for the random arrival-rate problem. The decision making scheme we sketch above, assumes that the distribution of the random arrival rates is known at the time of decision making. In reality this distribution must be estimated based on historical data and experience, and needs to be updated as new observations arrive. Another important issue that arises in service center management is that in the daily operation in service centers, the daily operational period is split into small decision time periods, for example, hourly periods, and then the staffing decisions need to be made for all such time periods. Thus, to achieve an overall optimal daily staffing policy, one must deal with the interaction among staffing decisions over adjacent time periods. In our work, we also build a model that handles the above two issues. We build a two-stage stochastic model with recourse that provides the staffing decisions over two adjacent decision time periods, i.e., two adjacent decision stages. The model minimizes the first stage staffing cost and the expected second stage staffing cost while satisfying a service quality constraint on the second stage operation. A Bayesian update is used to obtain the second-stage arrival-rate distribution based on the first-stage arrival-rate distribution and the arrival observations in the first stage. The second-stage distribution is used in the constraint on the second stage service quality. After reformulation, we show that our two-stage model can be expressed as a newsvendor model, albeit with a demand that is derived from the first stage decision. We provide an algorithm that can solve the two-stage staffing problem under the most commonly used QoS constraints. This work uses stochastic programming methods to solve problems arising in queueing networks. We hope that the ideas that we put forward in this dissertation lead to other attempts to deal with decision making under uncertainty for queueing systems that combine techniques from stochastic programming and analysis tools from queueing theory. / text

Diss. Nr. 3572 Wirtschaftswiss. St. Gallen, 2008. / Im Buchh.: Bern etc. : P. Lang. Register. Literaturverz.