Fluktuace zaměstnanců call centra

• Thesis title in Czech: Fluktuace zaměstnanců call centra
• Thesis title in English: Turnover of call centre employees
• Key words: fluktuace, lidské zdroje, přijímání zaměstnanců, adaptace, stabilizace, call centrum
• English key words: staff turnover, human resources, recruitment, adaptation, retention, call centre
• Academic year of topic announcement: 2008/2009
• Thesis type: diploma thesis
• Thesis language: čeština
• Department: Department of Psychology (21-KPS)
• Supervisor: PhDr. Mgr. Irena Wagnerová, MBA, Ph.D.
• Author: hidden - assigned and confirmed by the Study Dept.
• Date of registration: 08.12.2010
• Date of assignment: 08.12.2010
• Administrator's approval: not processed yet
• Date and time of defence: 01.02.2011 10:30
• Date of electronic submission: 13.12.2010
• Date of proceeded defence: 01.02.2011
• Submitted/finalized: committed by student and finalized
• Opponents: doc. PhDr. Jiří Štikar, CSc.

Guidelines

Práce se bude zabývat problematikou fluktuace zaměstnanců call centra. Problematika fluktuace bude popsána jak teoreticky, tak i v konkrétní finanční společnosti využívající call centrum.
Pozornost bude věnována profesi call operatora pro níž je vysoká míra fluktuace typická - bude vypracován profesiogram, sestaven profil fluktuanta, popsány změny v chování zaměstnance před podáním výpovědi.
Dále se práce zaměří zejména na metodu, která je využívána v rámci náboru a výběru zaměstnanců na tuto pozici z pohledu predikce budoucí fluktuace (popis používaného AC, jeho úpravy a dopad těchto úprav na fluktuaci v call centru).

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