Detalhes bibliográficos
| Ano de defesa: |
2007 |
| Autor(a) principal: |
Pereira, Adriana Albuquerque Cabral de Castro |
| Orientador(a): |
Não Informado pela instituição |
| Banca de defesa: |
Não Informado pela instituição |
| Tipo de documento: |
Dissertação
|
| Tipo de acesso: |
Acesso aberto |
| Idioma: |
por |
| Instituição de defesa: |
Não Informado pela instituição
|
| Programa de Pós-Graduação: |
Não Informado pela instituição
|
| Departamento: |
Não Informado pela instituição
|
| País: |
Não Informado pela instituição
|
| Palavras-chave em Português: |
|
| Link de acesso: |
http://www.repositorio.ufc.br/handle/riufc/15416
|
Resumo: |
The idea of this work arose from necessity to identify the structure of call centers training programs – customer’s attendance centers. The author's market experience identified problems on these training programs. The main goal of this work was to investigate call centers’ training programs’ of small health services business in Fortaleza. The research methodology was explanatory, descriptive and qualitative of a non-probabilistic sample. Four businesses were analyzed by meeting the following criteria: have more than five years old; maintain a call center with a minimum of 100 positions; and work within the health services sector. The business information was obtained from its managers that had at least one year of experience in call center sector. The four confirmed assumptions were: call centers training programs are based on small courses to develop technical and behavioral skills; desire to grow in the market; customers’ complaints; and the investment is a difficulty in the training process. |
