Zvýšení motivace zaměstnanců Call Centra

Abstract

The bachelor thesis is focused on motivation of Call Center employees in a certain company. The aim of this work is to analyze the contemporary motivation state of operators, to find potential deficiencies and to suggest measures, which could eliminate them and thus help to increase motivation. The thesis is divided into theoretical and practical part. The theoretical part deals with the main issues concerning employees’ motivation. The practical part concerns the Call Center, which is firstly described from the point of view of the discussed issues, where mainly the means to achieve the operators’ motivation used by the company are described. There are results of the questionnaire as well. Based on these results, measures are suggested in the last part of this thesis. These results should help to increase employees’ motivation of the Call Center.