The aim of the thesis is to propose applicable recommendations of the remuneration system, which will lead to higher customer satisfaction and employee engagement contact centres in order to reduce their turnover rate, which currently stands at 23 %. The methods used to achieved the objective analysis of the current remuneration system, guided interview with the head of contact centre survey. Based on the data obtained and the results were evaluated concrete proposals formulated so that it can be applied in practice. Recommendations relating to the adaptation of financial evaluation of call centre staff, changes in employee benefits, adjustments to the evaluation system, as well as changes in management personnel in managerial positions and proposals for the introduction of the cafeteria system in the company. In the context of applicability into account individual recommendations and cost perspective.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:177110 |
| Date | January 2014 |
| Creators | Slavětinská, Jana |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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