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APPLICATION OF THE TIMING OF WORKING TIME FOR THE EVALUATION OF CALL-CENTER OPERATORS
Porfireva Irina Vasilyevna
University of management «TISBI», Kazan
senior teacher of the Department of personnel management
University of management «TISBI», Kazan
senior teacher of the Department of personnel management
Abstract
In conditions of a rigid competition the quality and speed of customer service call centers are a major factor in the success of companies specializing on providing telecommunication services. The article describes the main results of research activities of the operators of the contact center with the use of method of photos of the working day, conclusions and recommendations on the optimization of the activity of operators of the contact center.
Keywords: optimization of the activity of operators of the call-center, quality and speed of customer service, ratio of the time of customer service
Article reference:
Application of the timing of working time for the evaluation of call-center operators // Economics and innovations management. 2014. № 3. P. 1 [Electronic journal]. URL: https://ekonomika.snauka.ru/en/2014/03/4072
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