20.500.12556/DKUM-13841 VPLIV IZOBRAŽEVANJA AGENTOV NA KAKOVOST STORITEV KLICNEGA CENTRA V PODJETJU TELEKOM SLOVENIJE D.D. INFLUENCE OF EDUCATION OF THE AGENTS ON THE SERVICE QUALITY OF THE CALL CENTER AT TELEKOM SLOVENIJA D.D. Kakovost je danes tisti element v podjetju, ki je eden ključnih za konkurenčno prednost na trgu. V podjetjih, ki so storitveno usmerjena, je »trenutna« kakovost še toliko bolj pomembna, saj so želje in pričakovanja vsakega uporabnika različne. Da bi zadostili njihovim željam, morajo biti zaposleni kar najbolje pripravljeni na stik z različnimi uporabniki. To pa je razlog, da potrebujemo strokovne zaposlene, ki jim veščine komuniciranja niso tuje. Cilj diplomske naloge je bil ugotoviti, kako izobraževanje vpliva na kakovost storitve v klicnem centru Telekoma Slovenije. Na primeru podjetja Telekom Slovenije d.d. smo konec leta 2009 izvedli anketo o izobraževanju in kakovosti storitev, ki so jo izpolnili zaposleni v klicnem centru. Prav tako smo v tem času izvedli anketo med uporabniki storitev. Rezultati anketnih vprašalnikov so pokazali, da so mnenja med uporabniki in zaposlenimi podobna, tako glede kakovosti storitev kot tudi o izobraževanjih. Z raziskavo smo ugotovili, da na kakovost storitev močno vplivajo lastnosti agentov v klicnem centru. Najbolj cenjeni sta strokovnost in kultura sporazumevanja s kupci. Poleg tega smo ugotovili, da si uporabniki želijo, da so agenti hitrejši pri odgovarjanju, saj jim je pomemben točen odgovor v najhitrejšem možnem času. Vsi menijo, da se pomanjkljivosti lahko nadgrajujejo z izobraževanji. Poleg že izdelanega načrta izobraževanj so v letu 2009 v klicnem centru vpeljali še mentorstvo, s katerega rezultati so zelo zadovoljni. Ugotovili smo, da se zaposleni radi izobražujejo, vendar so včasih njihove želje po izobraževanju bolj na osebni kot na strokovni ravni. Kljub temu lahko povzamemo, da za kakovostno opravljanje storitev potrebujemo nenehno izobraževanje in usposabljanje zaposlenih. Quality is one of the most important elements for competitive advantages in the marketplace today. For the service oriented companies, »instantaneous« quality is even more important, because needs and expectations of consumers are diversified. In order to meet all of the requests, employees need to be skilled when in interaction with various users. Therefore, the need for competent communicative employees. Object of this study was mainly to determine how education affects quality of service at call center of Telekom Slovenia. For this purpose we have conducted a survey at the end of a year 2009, taking in consideration education connected to quality of services provided by employees of call center. At the same time parallel survey was being performed among users of services. This being said, the results of questionnaires indicated the similarity of opinion among users and employees, both referring to quality of service tied to vocational education. Research revealed that quality of services is greatly influenced by characteristics of call center agents, most important of them being professional and having the skill of comprehension customer’s need. In addition to this, we have concluded that users require agents who are able to resolve problems correctly in a short amount of time. All in all, in respondents opinion deficiency of skills can be mended with proper course of education. Followed by this thought, the improvement of already existing educational scheme was upgraded by mentorship, which turned out to be very satisfactory. We came to a conclusion that employees have ambition to learn, but sometimes this desires are more personally than professionally driven. In spite of this fact, we can epitomize that for quality performance of services employee’s education is a necessity. kakovost kakovost storitev zadovoljstvo kupca izobraževanje za kakovost mentorstvo quality service quality customer satisfaction education for quality mentorship true true false Slovenski jezik Angleški jezik Diplomsko delo 2010-05-03 23:26:46 2010-06-14 12:24:58 2022-04-12 11:31:48 2023-12-16 03:33:10 2010 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6671891 URN:SI:UM:DK:6JMUXMPI UNI_Novak_Blanka_2010.pdf UNI_Novak_Blanka_2010.pdf 1 0FC49F7F54E2D5F862EBA249B0D780C5 dbbe12e5384ed831aac815da14b2ba899900c0ca051ce498616ef01840f620da 022bbc70-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/63d36bbd-a883-46ce-9d98-d8e72a31384b https://dk.um.si/Dokument.php?lang=slv&id=14304 Fakulteta za organizacijske vede 0 0 0