Magistro baigiamajame darbe išanalizuota tema „Darbo organizavimo, pasirenkant kontaktų centro paslaugas, įtaka organizacijos veiklos efektyvumui“. Identifikuotos problemos bei aptartos galimybės, kaip jas spręsti. Teorinėje darbo dalyje apibrėžti organizacijos ir jos struktūros teoriniai aspektai, išsiaiškintos Užsakomųjų paslaugų kaip alternatyvaus verslo modelio perspektyvos, apsibrėžta Kontaktų centro vietą organizacijoje, įvertinta Užsakomojo kontaktų centro alternatyva, išsiaiškinta efektyvumo samprata ir veiklos vertinimo teoriniai aspektai, apibrėžti efektyvaus Kontaktų centro veiklos vertinimo rodikliai ir jų įtaka organizacijos veiklos efektyvumui. Analitinėje dalyje atliktas kokybinis tyrimas, kuriuo siekiama išsiaiškinti, kokie Kontaktų centro efektyvumo rodikliai daro didžiausią įtaką organizacijos efektyvumui, kaip organizacijos vertina Užsakomųjų kontaktų centrų alternatyvą ir kokios su tuo susijusios problemos, bei galimi sprendimai. / Everyday world becomes increasingly global , people are choosing not only the telephone service, but also other different ways of communication via electronic channels (such as online consultation , exchange of e -mails, text messages and so on) and their combinations. Even for a making good progress organization it is difficult to keep-up with the requirements of the market. The outside requests of the services gain competitive leverage, because outsourcing service providers focus on the provision of these services; they have the experience and the necessary resources (human, technological), and are constantly looking for effective solutions in the field in order to remain competitive in the market. The main objective of the work is to analyse and evaluate the criteria of the performance effectiveness of the contact centres impacting on the organization's operational efficiency.
When summarizing the results of the study it was revealed that the key performance indicators of the contact centre which is monitored by the team of the contact centre coincides with the organization's strategic goals, and it allows to make a conclusion that the activities and the planning processes are well organized. The biggest issues faced by the internal organizations of the contact centres are the turnover of the staff and the control of the flow, which are related to the deficiency of the resources of the organization. Outsource contact centre, which mainly has competency of people and flow... [to full text]
| Identifer | oai:union.ndltd.org:LABT_ETD/oai:elaba.lt:LT-eLABa-0001:E.02~2014~D_20140603_141552-92517 |
| Date | 03 June 2014 |
| Creators | Mareckė, Regina |
| Contributors | Survila, Arvydas, Vanagas, Ramūnas, Sudnickas, Tadas, Gražulis, Vladimiras, Baležentis, Alvydas, Gruževskis, Boguslavas, Mykolas Romeris University |
| Publisher | Lithuanian Academic Libraries Network (LABT), Mykolas Romeris University |
| Source Sets | Lithuanian ETD submission system |
| Language | Lithuanian |
| Detected Language | English |
| Type | Master thesis |
| Format | application/pdf |
| Source | http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20140603_141552-92517 |
| Rights | Unrestricted |
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