The efficient management of a call centre

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dc.contributor.advisorVan Wyk, Jacques
dc.contributor.authorFieberg, Mariska
dc.date.accessioned2015-07-28T08:51:01Z
dc.date.available2015-07-28T08:51:01Z
dc.date.issued2014-11
dc.description.abstractThe purpose of this study is to determine whether the focus call centre is managed efficiently. Certain core competencies that are necessary for call centre agents to effectively do their job is also considered. The study also considers the reason for staff turnover, how it can be reduced and how it affects management decisions. Thirty five questionnaires were submitted to the call centre personnel for completion. The questionnaires were used to determine the attitudes and feelings of personnel on the efficiency of the call centre and whether they are of the opinion that core competencies are vital for call centre agents. Their opinion on the reasons for staff turnover was also requested. It was found that the focus call centre was indeed managed efficient but there was some room for improvement with regard to certain management aspects.en_ZA
dc.identifier.urihttp://hdl.handle.net/11660/713
dc.language.isoenen_ZA
dc.publisherUniversity of the Free Stateen_ZA
dc.rights.holderUniversity of the Free Stateen_ZA
dc.subjectEfficiencyen_ZA
dc.subjectCore competenciesen_ZA
dc.subjectStaff turnoveren_ZA
dc.subjectCall centre -- Managementen_ZA
dc.subjectLabor turnoveren_ZA
dc.subjectDissertation (MBA (Business Adminstration))--University of the Free State, 2014en_ZA
dc.titleThe efficient management of a call centreen_ZA
dc.typeDissertationen_ZA
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Magister in Business Administration at the UFS Business School University of the Free State Bloemfontein
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