Měření spokojenosti zaměstnanců telekomunikačního operátora

Abstract

Presented bachelor thesis is devoted to the measurement of operators´ satisfaction in Ostrava’s O2 Call Center. The theoretical part of the thesis deals with the definition of the term “work satisfaction”, the individual factors and the methodological procedures”. The aim of the experimental part of the thesis is the evaluation of the causes of the employee dissatisfaction with the aspect “work evaluation”. The reason is that in the previous work satisfaction survey held in Ostrava´s O2 Call Center, this aspect has reached the lowest rating from all of the aspects. The data have been gathered by means of the questionnaire. The analysis has showed that the aspect with the lowest satisfaction rating is “the way of payment of commission”. This aspect is closely related to the aspect “work performance evaluation” which has also reached low satisfaction rating. The thesis provides suggestions and recommendation, which has been divided into three groups: competitiveness, work evaluation and commission, benefits.