Analýza požadavků klientů Call centra na trhu bankovních služeb

Abstract

The aim of my thesis was an analysis requirements of customer of call center, GE Money Auto, Ltd. in Ostrava Hrabova. I also wanted find out their attitudes to offered products and especially the reasons why customers these products sometimes refuse. Then I identified the most accepted products. I made the marketing research based on compiled record sheet where I wrote a data by individual telephone calls with customers of GE Money Auto, Ltd. I worked with data from 245 recording sheets. I suggested measures from the result of research that could tend to increase customer satisfaction in processing their requests and also to increase interest in banking products.