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Analýza výkonnosti call centra pomocí statistických metod / Analysis of Call Center Performance Using Statistical Methods

The master’s thesis analyzes the key performance areas of the call centre, which contact debtors of nonbank company, which provides loans. An author analyze a collection process with a wide range of statistical methods and then propose actions, which would lead to do this process more effective, which overall will lead to a better performance of whole call centre.

Identiferoai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:224253
Date January 2013
CreatorsPřikrylová, Veronika
ContributorsNovotná, Veronika, Doubravský, Karel
PublisherVysoké učení technické v Brně. Fakulta podnikatelská
Source SetsCzech ETDs
LanguageSlovak
Detected LanguageEnglish
Typeinfo:eu-repo/semantics/masterThesis
Rightsinfo:eu-repo/semantics/restrictedAccess

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