Este trabalho investiga a polidez lingüística nas negociações de telemarketing. Visa a demonstrar como se dá este funcionamento e pretende contribuir para a melhor compreensão do processo de polidez em ambientes muitas vezes hostis e sempre inesperados, como é o caso do telemarketing ativo. O corpus é composto pela transcrição de ligações telefônicas dos departamentos de telemarketing do BankBoston e SOS Computadores. No discurso informativo e de interesse comercial, característico do telemarketing, a polidez facilita a interação, quanto mais interesse comercial houver no contexto, mais importante se tornará usar de polidez. Já que a unilateralidade da situação não permite a abordagem face a face, a entonação da voz e outros índices serão fundamentais para demonstrar cortesia ou polidez. / This research aims to investigate linguistic politeness during telemarketing conversations and negotiations. The central concern is to demonstrate how this process works and contributes to a better understanding of linguistic politeness in hostile and unexpected environment - such is the case of active telemarketing approaches. The used corpus is composed by conversations among BankBoston Telemarketing Department and its juridical clients, as well as SOS Computadores and its prospect clients. Politeness helps commercial interaction, especially when the situation doesn’t allow face-to-face interaction. Voice intonation and other language resources will be fundamental to better promote the idea of linguistic politeness during telemarketing conversation.

Orientador: Liliana Rolfsen Petrilli Segnini / Tese (doutorado) - Universidade Estadual de Campinas, Faculdade de Educação / Made available in DSpace on 2018-08-06T12:07:08Z (GMT). No. of bitstreams: 1 Venco_SelmaBorghi_D.pdf: 37323662 bytes, checksum: 13708eeed845998c7bd434c3209c5344 (MD5) Previous issue date: 2006 / Resumo: Este estudo analisa a racionalização no sistema capitalista e as relações sociais expressas em um tipo de trabalho que se expande no século XXI: o trabalho a distância, mais especificamente, o telemarketing. O tempo no capitalismo foi analisado enquanto uma categoria analítica presente no desenvolvimento das atividades produtivas, e, também como elemento fundamental na racionalização do processo de produção. A dimensão social do controle do tempo na sociedade capitalista é discutida sob a perspectiva da possível formação de um novo paradigma temporal nas relações de trabalho e suas repercussões nas relações sociais e na vida privada, advindas dessas transformações. A organização do trabalho estabelece ritmos de trabalho e pressão hierárquica para o aumento da produtividade, configurando condições de trabalho nocivas aos trabalhadores. A pesquisa realizada foi de caráter qualitativo, abrangendo empresas terceirizadoras de serviços / Abstract: This study analyses rationalizing in the capitalist system and the social relations appearing in an expanding kind of work in the 21st century: work at distance, specifically, telemarketing. Time in the capitalism is viewed as an analytical category that is present in the development of productive activities and, also, as a fundamental element in rationalizing the production process. The social dimension of time control in capitalist society is discussed focusing of a possible shaping of new patterns in work relations and its echoes on social interrelations as well as in private life, originated from these changings. Working order establishes its work rhythm and hierarchical pressure so that productivity is optimized. Most frequently such situation configures noxious working conditions for people. The character of the research was qualitative, encompassing outsourcing / Doutorado / Educação, Sociedade, Politica e Cultura / Doutor em Educação

Made available in DSpace on 2016-04-25T16:45:09Z (GMT). No. of bitstreams: 1 Joao Henrique Ribeiro.pdf: 2911429 bytes, checksum: b40e36e6bf02143e38cbfa3bc1dcc040 (MD5) Previous issue date: 2008-10-24 / This research work has the purpose of verifying the use of Relationship Marketing in a receptive credit card sales central, as means of increasing sales performance and encouraging product use and customer fidelity through a case study. Its relevance resides in the fact that Telemarketing and Teleservice Segments are the country s major employers, in addition to being the principal tool used by different companies (from credit card to telecommunications services) in acquiring new customers. Despite its great potential in generating relationships and bringing closer companies and customers, telemarketing isn t viewed positively by consumers, being subject to criticism by different market segments, possibly prone to a restrictive regulatory process, where individuals may claim their right not to be approached by telemarketing actions. Consequently, understanding how the company / customer relationship can be improved and encouraged through the use of receptive sales centrals becomes a relevant research subject for researchers and companies from different segments. The theoretical foundation was structured using two approaches: the use of Direct Marketing initiatives to acquire customers and the analysis of efforts to keep them, using a Relationship Marketing model that focuses on building individualized relationships, as means of identifying and satisfying consumer needs. The analysis of results in applying Relationship Marketing to a receptive credit card sales central suggests that its use can increase sales volumes, having a positive impact on customer contact and satisfaction, from planning the communication to be delivered by the operators, to a better customer / operator interaction, focused on the attention given to customers that call a sales central / Este trabalho de pesquisa com caráter exploratório tem como objetivo verificar a utilização do Marketing de Relacionamento em uma central receptiva de vendas de cartão de crédito, como forma de aumentar a performance de vendas e incentivar a utilização do produto e fidelização do cliente, através de um estudo de caso. Sua relevância reside no fato de que o Setor de Telemarketing e Telesserviços é um dos maiores empregadores do país, além de ser uma das formas mais utilizadas por diferentes empresas (de cartão de crédito à serviços de telecomunicações) para a conquista de novos clientes. Apesar de ter grande potencial como um gerador de relacionamento e aproximação entre empresas e clientes, o telemarketing tem sido mal visto pelos consumidores, tem sido alvo de críticas de diferentes setores do mercado e tende a passar por um processo de regulamentação restritiva, onde as pessoas podem solicitar que não sejam abordadas pelas ações de telemarketing. Desta forma, compreender como o processo de relacionamento entre empresa e cliente, através de centrais receptivas de vendas, pode ser melhorado e estimulado torna esta pesquisa relevante para pesquisadores e empresas de diferentes segmentos. A fundamentação teórica foi construída a partir de duas abordagens: a utilização de iniciativas de Marketing Direto para a conquista de clientes e a análise dos esforços para sua manutenção, a partir do Marketing de Relacionamento, que aborda a construção de relacionamentos individualizados, como meio de identificar e satisfazer as necessidades dos consumidores. A análise dos resultados da aplicação do Marketing de Relacionamento em uma central receptiva de vendas de cartão de crédito sugere que sua utilização pode aumentar a quantidade de vendas, tendo impacto positivo na qualidade dos contatos e satisfação dos clientes, a partir do planejamento da comunicação que deve ser feito pelos atendentes, da melhoria da interação entre operadores e clientes e a partir da atenção dada às necessidades dos clientes que ligam para uma central de vendas

The purpose of this thesis is to explore the following research question: How does action research serve as a research method in the discipline of Communications? Specifically, this study will approach the question by analyzing existing literature on action research and also performing an action research trial of a new marketing approach using digital telephony. The study finds that action research has a combination of four characteristics that make it a discrete method of research. Action research involves collaboration, invokes change, requires a researcher's vested interest, and allows a kind of knowing that can only come from direct involvement in a change. / Department of Telecommunications

A biodata based personnel selection measure was created to improve the retention rate of Catalog Telemarketing Representatives at a major U.S. retail company. Five separate empirical biodata scoring methods were compared to examine their usefulness in predicting retention and reducing adverse impact. The Mean Standardized Criterion Method, the Option Criterion Correlation Method, Horizontal Percentage Method, Vertical Percentage Method, and Weighted Application Blank Method using England's (1971) Assigned Weights were employed. The study showed that when using generalizable biodata items, all methods, except the Weighted Application Blank Method, were similar in their ability to discriminate between low and high retention employees and produced similar low adverse impact effects. The Weighted Application Blank Method did not discriminate between the low and high retention employees.

Title: Analysis of the use of telephone selling VIP hospitality for hockey teams Objectives: The main objective of this work is to determine the current status of the use of telesales VIP for hockey teams and on the basis of the general assembly retail concept VIP hospitality over the phone. Methods: The paper used methods of analysis, inquiry and observation. The analysis method was used for the analysis of segmentation current partners of clubs, a method of questioning to determine the use of telephone sales in the sales of individual clubs and finally observation method was used to evaluate the implementation of telephone sales at the club, which it uses to sell VIP hospitality. Results: There was a finding that telesales is not widely used sales technique VIP hospitality. Clubs do not use it at all or incorrectly consequently, the inefficiently. Those who use telephone sales violate the basic principles of this type of sale and does not put enough emphasis staffing these positions. Keywords: telemarketing, VIP hospitality, sponsorship

En este proyecto de tesis se realiza el análisis, diseño y construcción de un centro de contacto orientado a las ventas por teléfono (Telemarketing). Se realiza la integración del Sistema de Gestión del Centro de contacto con la red de telefonía pública y con el sistema de Gestión de clientes de la organización. Igualmente, se configura y desarrolla nuevas funcionalidades de acuerdo a las necesidades requeridas. Con el presente proyecto, se busca mejorar la administración del centro de contacto para que el supervisor ahorre tiempo y esfuerzo al implementar una campaña de venta, monitorear a los operadores (agentes) y obtener los resultados de las ventas. Así mismo, se espera facilitar el trabajo de los operadores eliminando una actividad que genera con mucha frecuencia un error humano. Esta actividad es asumida por el sistema que se encargará de discar los teléfonos de los clientes y transferir, hacia los agentes, aquellas llamadas en que se detectó una voz humana. Otra expectativa es el incremento de la velocidad de ejecución de una campaña al manejar los datos del cliente potencial, el producto ofrecido y el resultado de la venta. Los cuales se verán reflejados en los reportes de resultado de llamadas. Este proyecto de tesis podrá ser utilizada como base para la implementación de un centro de llamadas que logre atender correos electrónicos y conversaciones en línea. Adicionalmente, podrá ser integrado con la plataforma de interacción de voz (Genesys Voice Platform) y habilitar las funcionalidades de reconocimiento de voz y Text to Speech. / Tesis

No description available.

The Mobile media has flourished more and more recently. In terms of NCC (National Communications Commission) statistics, the mobile phone penetration had been more than 100% in Taiwan in 2008. In addition, the proportion of Mobile phone revenue was the highest part of telecommunication services in 2008. The marketing pattern developed from both of the highest revenue of Mobile phone business, ¡§Voice Service and Short Message Service (SMS)¡¨, telemarketing and SMS advertisement are the most significant. Therefore, it is definitely a useful study for advertiser who wants to compare both of the most important marketing tools, and which one is suitable for which product¡¦s marketing, additionally, the purpose of understanding the consumer¡¦s attitude and behavior intension. According to research methodology, this study has employed questionnaire survey technique. It had surveyed the consumers who have had received telemarketing and text-message advertisement, and for understanding the differentia of attitude and behavior intension when consumers face both of the marketing tools on different products. There are totally 300 valuable questionnaires. Make time from 18 April to 9 May in 2010. According to the findings of the study, to sell high-involvement with rational products, the telemarketing is better. And the object of the students, the military and housewife will likely purchase are more than people who serve as commercial and manufacturing. If advertiser wants to sell high-involvement with perceptual products, both telemarketing and SMS advertisement are useful. If advertiser wants to sell low-involvement with rational products, the telemarketing is easier to succeed. Furthermore, we can pay attention on that the attitudes and behavior intentions of female that are definitely better than male, and people with low educational level whose attitudes and behavior intentions are better than with high educational level, and low income people whose behavior intentions are better than high income people. If advertiser wants to sell low-involvement with perceptual products, the SMS advertisement is much better. In summary, it is important to mention that: People serve as the "services" whose attitudes and behavior intensions are ¡§low¡¨, and serve as "housewife", "military", "manufacturing" and "students" are ¡§high¡¨.

The perceived risks would produce when consumers want to purchase, they would use the media to collect product information to reduce the risk. So this study would investigate the difference between the perceived risk and purchase intention in the single media or in the cross-media which is combined by telephone and internet. In this study, the product is set to shampoo to avoid the impact of product involvement, and the sample focus on people who have used two kinds of phone and Internet media. The study adopts the experimental method which used in the campus of National Sun Yat-sen University. The sample can be divided into 4 groups which included the experimental and control teams; they totally collect 188 valid questionnaires. The results showed that the cross-media which composed of phone and Internet can reduce the consumer perceived risk, but only one kind cross-media which is ¡§touching the internet after telephone¡¨ can increase the purchase intention. The results would help the company to market, but it should follow one principle which was committed to "reducing the financial risk perception". Besides, this study confirmed that the purchase intention has an opposite correlation to perceived risk in the cross-media and single media again, the conclusion is consistent with the previous studies.