This master thesis deals with the evaluation of the financial performance of the company. The financial performance will be measured by the method called benchmarking. The chosen company is Tente s.r.o., which will be compared with the appropriate competitors based on the chosen method. According to the results of the analysis, will also suggest effective measures to increase the current financial performance.

Made available in DSpace on 2009-11-18T19:01:43Z (GMT). No. of bitstreams: 1 Alexandre_Oliveira.pdf: 6992425 bytes, checksum: 9b93b9986c23a742d3c23be866aa20a6 (MD5) Previous issue date: 2006 / Year after year the call center industry comes presenting high growth, either in Brazil or the world, using increasing contingent of people and receiving large amount of financial resources. Supporting all this industry, exists a theoretical reference that privileges the search of the improvement of diverse operational performance indicators. This study, empirically examines the relationship between caller satisfaction and diverse operational performance indicators currently used for call center management in Brazil. For in such a way, a group of telecommunications segment call centers will be used searching to determine which indicators are really more significantly correlated with the customer satisfaction. Of this form, it is aimed at to add new evidences and explanations to existing literature, in way that companies of call center industry can give a more adequate service to their customer, opposite to solely focus its efforts in the improvement of a great set of performance pointers that, effectively, can not become related with the customer satisfaction. / Ano após ano, a indústria de call center vem apresentando elevado crescimento, seja no Brasil ou no mundo, empregando crescente contingente de pessoas e recebendo expressivas somas de recursos financeiros. Suportando toda esta indústria, existe um referencial teórico que privilegia a busca da melhoria de diversos indicadores de desempenho operacional. Essa dissertação tem por objetivo examinar, empiricamente, a relação dos diversos indicadores de desempenho operacional utilizados atualmente na gestão de call centers, no Brasil, com a satisfação do cliente . Para tanto, será utilizado um conjunto de call centers de uma empresa do segmento de telecomunicações, buscando determinar quais são realmente os indicadores mais significativamente correlacionados com a satisfação do cliente. Dessa forma, visa-se acrescentar novas evidências e explicações à literatura existente, de modo a que as empresas da indústria de call center possam prestar um serviço mais adequado ao cliente, ao invés de unicamente focalizar seus esforços na melhoria de um grande conjunto de indicadores de desempenho que, efetivamente, podem não se relacionar com a satisfação do cliente.