Analiza kakovosti storitve v klicnem centru podjetja Assistance Coris d.o.o.

diplomsko delo visokošolskega strokovnega študija Organizacija in management delovnih procesov

Jelena Komnenčić (Avtor), Matjaž Maletič (Mentor)

Povzetek

V podjetju Assistance CORIS d.o.o. se vsakodnevno izvrši približno 6000 dohodnih klicev in še enkrat toliko izhodnih, v poletni sezoni tudi do 100 % več. V sklopu tega je potrebno konstantno stremeti k najvišji stopnji kakovosti opravljanja storitve. Periodično striktno preverjanje kakovosti je obvezno in nujno potrebno, v kolikor želi podjetje še naprej zadovoljevati potrebe svojih uporabnikov v polnem pomenu besede. Orodje, s katerimi so v podjetju izvajali preverjanje kakovosti, je upoštevalo le splošen del izvajanja storitev. Z novimi kadri in novimi produkti se je razvila tudi potreba po zamenjavi orodja za preverjanje kakovosti. Zavedati se moramo, da je glavna usmeritev klicnega centra sprejemanje klicev, a pred tem se v podjetju odvijejo številni drugi procesi, s pomočjo katerih se sprejem klica sploh lahko udejanji. Na podlagi tega lahko zaključimo, da je v preverjanje kakovosti storitve potrebno vključiti popolnoma vse, od vodstva do vseh oddelke in vseh njihovih aktivnosti v sklopu poslovnih procesov, od same priprave dokumentacije oz. platforme do izvedene končne storitve – opravljenega klica. V podjetju Assistance CORIS d.o.o. so za potrebe zagotavljanja kakovosti zavezani k vsakoletni presoji po ISO standardu. Referenčni standard za njihov sistem vodenja kakovosti je ISO 9001:2008 in so v fazi prehoda na ISO 9001:2015. Kljub močnim aktivnostim se je izkazalo, da se stopnja kakovosti storitev s prihodom novih zaposlenih niža. Visoka stopnja fluktuacije je skupna vsem klicnim centrom. Zaznali so, da je problem nastal zaradi nerednega in necelovitega preverjanja kakovosti. V ta namen smo se skupaj odločili, da začnemo z analizo kakovosti storitev s posnetkom trenutnega stanja. Na podlagi zbranih izsledkov analize bomo izboljšali obstoječi način in orodje preverjanja kakovosti, ki bo temeljil na podrobnejšem pristopu. Težava, na katero smo naleteli, je narava dela, saj je klicni center v stanju neprekinjene pripravljenosti 24/7, kar pomeni, da ni nikakršne možnosti aktivnega sočasnega izobraževanja vseh operaterjev oziroma vpletenih v proces. Druga težava je zavezanost k uporabi globalnega orodja za preverjanje kakovosti, ki ga predpisuje matično podjetje iz Francije, ki ga zaradi razlik v paleti nudenih storitev ni možno v popolnosti upoštevati v podjetju Assistance CORIS d.o.o. Rešitev vidimo v nadgradnji obstoječega načina ter v delni integraciji globalnega orodja, ki ga zahteva principal. Naša naloga je obe komponenti povezati v smiselno celoto in jo sistemsko vpeljati v proces dela.

Ključne besede

klicni center;kakovost storitve;presoja kakovosti;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2016
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[J. Komnenić]
UDK:	005.336.3
COBISS:	7777299
Št. ogledov:	1030
Št. prenosov:	112
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	ANALYSIS OF THE SERVICE QUALITY IN THE CALL CENTER OF THE COMPANY ASSISTANCE CORIS D.O.O.
Sekundarni povzetek:	In the Assistance CORIS d.o.o. company, operators daily handle around 6000 inbound and twice as much outbound calls, in peak season even 100 % as much. In this context, it is necessary for the company to constantly strive for the highest level of quality of the service if they want continuously maintain highest satisfaction for their clients. To satisfy this need, a periodic verification of quality is mandatory. Until recently, the studied company has merely used a tool for evaluating service quality that considers only limited dimensions of service. Along with new personnel and new developed, a need to replace the current tool for evaluating service quality has raised. Taking into consideration that the main action of the call centre is receiving or transmitting a large volume of requests by telephone, but before that many other processes through which the company gets a request take place. On this basis, it can be concluded that the verification of the quality services need to integrate all departments and all their activities. From the primary preparation of documentation to the final service — an active call. The Assistance CORIS d.o.o. company is, in order to satisfy the need for quality assurance, entitled to an annual estimation of the ISO standards. The reference standard for its quality management system is ISO 9001: 2008. In spite of its strong activity it has been shown that when new employees join the team, the level of service quality is reduced. It has been detected that the problem has occurred due to irregular and incomplete quality verification. To this end we reached a mutual decision to start with an analysis of the quality of services with the help of the recording of the current situation. Based on the pooled analysis, we will improve the existing method and tool quality checks based on a more detailed approach. The problem we encountered is the nature of the work, as the call centre is active 24/7, which means that there is no possibility of active concurrent training of all the operators involved in the process. Another problem is the commitment to apply the global tool for checking the quality imposed by the parent company in France, although it cannot fully be abided by the respective company due to the difference in services provided. The solution would be upgrading the existing module and the partial integration of the global tool, which is intended for usage by the parent company from France. Our mission is to connect the parts, the two components into one sensible entity and then systematically introduce it into the work process.
Sekundarne ključne besede:	Call centre;service quality;assessment of quality;definition of ‘services’ as concept;ISO Standards;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Diplomsko delo
Komentar na gradivo:	Univ. v Mariboru, Fak. za organizacijske vede
Strani:	59 f.
ID:	9161563