AVALIANDO TREINAMENTOS EM VENDAS: UM ESTUDO DA QUALIDADE DOS SERVIÇOS PRESTADOS POR ORGANIZAÇÕES DE CALL CENTER, PERCEBIDA POR CLIENTES DA INDÚSTRIA DE TELECOMUNICAÇÕES

• Ano de defesa: 2004
• Autor(a) principal: Costa, Jeffrey Hanson
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: call center; satisfação; treinamento em vendas.; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/20358

This work aims at investigating the quality of sales training services offered by big sized outsourcing call center services companies, whether they provide it themselves or hire it on the market, as perceived by their big sized clients in the telecommunications industry. The influence of these executives leadership characteristics upon their own perception as to their clients expectations on service quality and upon their investment in time and financial resources on training services was also analyzed. The goal was to offer these service provider companies decision making information, so that they can better use sales training services, according to the extent that they contribute to their organizational clients satisfaction and, so, to their own business results. The conceptual models from PARASURAMAN et al. (1990) and KOUZES and POSNER (1997) were used to analyze the sales training services perceived quality, understood as the difference between clients expectations and perceptions, and the leadership practices in the call center organizations, respectively. The SERVQUAL and LPI instruments were used for data collection. The results obtained were insufficient to prove the hypotheses that there are differences between the clients expectations and perceptions on service quality, as well as between the call center organization executive s perceptions of their clients expectations and their real expectations. It was possible to prove, though, the hypothesis that there is a significant correlation between leadership practices and the call center organization executive s perceptions as to their client s expected service quality and as to the time invested on sales training services.