Zkvalitnění pracovních podmínek zaměstnanců Call Centra

Abstract

The subject of the bachelor thesis is the problems of working conditions. The aim of the thesis is to analyze the current state of working conditions of employees in the selected Call Center and based on the results propose possible recommendations for their improvement.The content of the theoretical part is the definition of basic terms related to working conditions. The individual factors operating in the work environment are analyzed, the importance of work safety is mentioned and the conepts of work performance and efficciency are defined. This part also deals with workload and stress, fatigue and the regime of work and rest. The second part is devoted to socio-psychological conditions including communication and conflicts in the workplace, teamwork, and organizational culture. The theoretical part ends with a general description of call centers. In the practical part, the selected company is characterized and described from the point of view of the processed problems. Subsequently, the results obtained through a questionnaire survey are interpreted here, on the basis of which proposals and recommendations are set for the identified unsatisfactory areas of working conditions, which can lead to their improvement.