Jan 21, 2020   0:40 a.m. Vincent
Academic information system

Final theses


Basic information

Basic information about a final thesis

Type of thesis: Diploma thesis
Thesis title:The call center outsourcing in the area of telecommunications operators
Written by (author): Ing. Zuzana Arpášová
Department: Institute of Management of the STU (OUP REK)
Thesis supervisor: Mgr. Ing. Milan Materák
Opponent:Ing. Branislav Mišota, PhD.
Final thesis progress:Final thesis was successfully defended.


Additional information

Additional information about the final thesis follows. Click on the language link to display the information in the desired language.

Language of final thesis:Slovak

Slovak        English

Title of the thesis:Outsourcing call centra v prostredí telekomunikačných operátorov
Summary:Diplomová práca sa zaoberá outsourcingom call centra v prostredí telekomunikačných operátorov. Popísané sú základné pojmy outsourcing a offshoring, ako aj ďalšie odvodené formy poskytovania služieb externým dodávateľom. Outsourcing je klasifikovaný na základe motivácie klientov a tiež rizík, ktoré takýto prístup prináša. Charakterizovaný je význam call centra pre telekomunikačného operátora a urobená je i podrobná systémová analýza jeho technických komponentov. Práca tiež vyhodnocuje proces outsourcingového projektu v praxi telekomunikačných operátorov.
Key words:outsourcing, IVR, SLA, call centrum

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Parts of thesis with postponed release:

Final thesis (final thesis appendices) unlimited
Reviews for final thesis unlimited