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How to encourage employees career at a call center

Rechten: Alle rechten voorbehouden

How to encourage employees career at a call center

Rechten: Alle rechten voorbehouden

Samenvatting

To create a plan to encourage employees' career at a call center is a relevant topic to research about. All on the subject of Human Resources is interesting for me for the reason that 'the individual' becomes the central element always, since people interact to each other, being all different and with the aim of developing the job potentially in an environment that allows enlarging the own capacities; subsequently it is a challenging task to work properly with people, understand their needs and provide them all they need to perform in the desired manner. Moreover, the people are the ones who maximize an organization's capital, thus this theme become interesting for me. The idea to focus this thesis on this topic became from the problem of a high turnover rate that the Euro Relais' Sales Department is facing in the last years and a possible reason is that the employees do not find a relevant motive to be committed to the company and to stay working at it.

There are several works talking about call centers, recruitment, motivation, work environment, leadership, and communication. All of these topics are important to understand employees' behavior and needs in order to provide them an adequate plan to follow according to their several and unique characteristics, with the intention of obtaining benefit for both, the employee and the company.

I consider that the main issue to discuss about this topic is the importance of motivating people working at a call center. Furthermore, it is really relevant to develop a plan to incite employees to grow up at the company and satisfy their career needs based on the factors that affect the employees' performance caused by motivation or the lack of it.

The purpose of this thesis is to investigate, analyze, explain and find a solution for the missing of motivation at the Sales Department. The situation will be analyzed based on several models and theories that apply to this specific problem, to have a solid basis in order to develop a career plan, focusing on maintaining the motivation being conscious on the different factors that can influence employees' behavior. It can also be seen how the motivation of employees affects the Sales Department functions and its goals.

The study will be concentrated on the employees' motivation which hopefully brings tools to develop the before mentioned plan. A questionnaire and interview will be made at the Euro Relais' Sales Department with the aim of comparing the study prepared from the theoretical substantiation. For this reason, the present work will be a theoretical and qualitative study. It is necessary to compare theory and practice in order to make the study valid and interesting for the reason that it is a real problem.

This thesis is organized into chapters, starting with an overview of the company and the Sales Department, continuing with the definition of the problem, providing theoretical substantiation, presenting the practical investigation, then analyzing and contrasting the theory with the practice to finally give a conclusion and recommendations.

This thesis is to be submitted by June 2008.

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Trefwoorden
OrganisatieHZ University of Applied Sciences
OpleidingInternational Business & Management Studies
InstituutAcademie voor Economie & Management
PartnersEuro Relais
Gepubliceerd in
Datum2008-06-25
TypeBachelorscriptie
TaalEngels

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