master's thesis
Analysis of call center comapny T- Hrvatski Telecom

Damir Kalaš (2015)
University of Pula
Faculty of economics and tourism "Dr. Mijo Mirković"
Metadata
TitleAnaliza pozivnog centra telekomunikacijskog poduzeća T-com
AuthorDamir Kalaš
Mentor(s)Dražen Alerić (thesis advisor)
Abstract
Pozivni centar je centralno mjesto za prikupljanje i distribuciju svih relevantnih informacija, neizbježan je dio strategije naprednog odnosa s korisnicima sustava. Pozivni centar je tehnološko rješenje za učinkovitu i efektivnu komunikaciju s velikim brojem korisnika, odnosno posluţivanje dolaznih entiteta u sustavu pozivnog centra. U ovom radu prikazano je kako i na koji način funkcionira pozivni centar T-COM poduzeća, te što se želi postići sa primjenom pozivnih centara. Prikazano je na koji naĉin se zaposlenici i njihovi nadređeni koriste CRM sustavom u sklopu pozivnog centra, te kako i na koji način se primjenom takvih sustava poslovanja lakše i brže povećava samo zadovljstvo korisnika, njegov stupanj lojalnosti i profitabilnosti, te kakvu i koliku korist ima samo poduzeće od primjene CRM sustava poslovanja. Objašnjeni su postupci i preduvjeti koji se moraju ispuniti za poslovanje pozivnog centra i CRM sustava, te je prikazano što znači korisnik u današnjem poslovnom svijetu te koliko je važnost korisnika i kupaca za ukupno poslovanje i imidž samog poduzeća.
Parallel title (English)Analysis of call center comapny T- Hrvatski Telecom
Committee MembersErik Ružić (committee member)
Dražen Alerić (committee member)
Ariana Nefat (committee member)
GranterUniversity of Pula
Lower level organizational unitsFaculty of economics and tourism "Dr. Mijo Mirković"
PlacePula
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Marketing
Study programme typeuniversity
Study levelgraduate
Study programmeBusiness Economics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics
Study specializationMarketing Management
Academic title abbreviationmag.oec.
Genremaster's thesis
Language Croatian
Defense date2015-09-30
Parallel abstract (English)
Call Center is a central location for the collection and distribution of all relevant information, an essential part of the strategy of advanced customer relationship systems. Call center is a technology solution for the efficient and effective communication with a large number of users, and serving incoming entities in the system call center. This paper shows how and in what way does the call center T-COM company, and what is to be achieved with the implementation of call centers. Shown is the way in which employees and their supervisors used CRM system as part of the call center, and how and in what manner the application of such systems business easier and faster increases easier and faster users satisfaction, its degree of loyalty and profite, and what and how much is the benefit of the Company with the CRM application systems business. It explains the procedures and requirements that must be met for a business call center and CRM system, and has shown what it means to be a costumer in today's business world and how the grantee and the importance of customers for the overall business and brand image of the company.
Parallel keywords (Croatian)Klijenti odnosi s kupcima T-com CRM sustav
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:137:440056
CommitterBarbara Dušan