Business Process Management in Service-Oriented Companies
This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicato...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Inforec Association
2010-01-01
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| Series: | Informatică economică |
| Subjects: | |
| Online Access: | http://revistaie.ase.ro/content/55/2007%20-%20Kleinhempel,%20Nitchi,%20Rusu.pdf |
| Summary: | This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software we analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns. |
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| ISSN: | 1453-1305 1842-8088 |