As práticas de recursos humanos e o resultado operacional do Call Center

AUTOR(ES)
DATA DE PUBLICAÇÃO

2007

RESUMO

This present Dissertation analyzes the human resources practices in Call centre and their impacts in an unit of business. The understanding of this Call centre Industry it wakes up national and international researchers interest, for being a sector in great expansion in the last decade, besides being one of the sectors of services that employs most of professional. Therefore, the dimensions of the organizational practices are discussed, indicating that the section deserves a study to explain their characteristics and specificities, in the extent of the practices of people s administration, and their reflexes in the operational result of a unit of business. This discussion is made starting from of the analysis of the data companies subcontracted and own Call centre registered in ABT - Brazilian Association of Telesserviços. Finally, in the part of the study accomplished with base in the fulfilling of a questionnaire in which 103 companies took part, it was verified that for statistical significance shows that there is relation among monitoring and involvement in the sales and performance intensity of the monitoring the operator is associated with the involvement in the products and services sale. However, the study shows that the performance low relation of Call centre with the practices interactions of HR with the market segment and with the market strategy. Then, the study also concluded that, Call s Industry in Brazil has growth great possibilities for the nearby years of 2006, besides evidencing that training actions increase the skills of the professional

ASSUNTO(S)

hr in call centre recursos humanos administracao rh em call center centros de atendimento ao cliente

ACESSO AO ARTIGO

Documentos Relacionados