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master's thesis
Pozivni centar u poduzetničkom pothvatu kao dio upravljanja odnosa s klijentima
Zagreb: University of Zagreb, Faculty of Economics and Business, 2020. urn:nbn:hr:148:669559
Garić, Iva
University of Zagreb
Faculty of Economics and Business
Department of Managerial Economics

Institutional repository: REPEFZG

Cite this document

Garić, I. (2020). Pozivni centar u poduzetničkom pothvatu kao dio upravljanja odnosa s klijentima (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:669559

Garić, Iva. "Pozivni centar u poduzetničkom pothvatu kao dio upravljanja odnosa s klijentima." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:669559

Garić, Iva. "Pozivni centar u poduzetničkom pothvatu kao dio upravljanja odnosa s klijentima." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:669559

Garić, I. (2020). 'Pozivni centar u poduzetničkom pothvatu kao dio upravljanja odnosa s klijentima', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 24 December 2024, https://urn.nsk.hr/urn:nbn:hr:148:669559

Garić I. Pozivni centar u poduzetničkom pothvatu kao dio upravljanja odnosa s klijentima [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2020 [cited 2024 December 24] Available at: https://urn.nsk.hr/urn:nbn:hr:148:669559

I. Garić, "Pozivni centar u poduzetničkom pothvatu kao dio upravljanja odnosa s klijentima", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:148:669559

Metadata
TitlePozivni centar u poduzetničkom pothvatu kao dio upravljanja odnosa s klijentima
Title (english)Call center in a entrepreneurial venture as part of customer relatioship managment
AuthorIva Garić
MentorIvan Strugar (mentor)
GranterUniversity of Zagreb
Faculty of Economics and Business
(Department of Managerial Economics)
Zagreb
Defense date and country2020-09-28, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Economics of Entrepreneurship
Abstract
Poduzetnički je pothvat spoj različitih ideja koje treba realizirati kako bi se ostvario pozitivan rezultat, dok pod pojmom poduzetnika smatramo svaku osobu koja svjesno preuzima neku vrstu rizika kako bi ostvarila dobit. Osnivanje odvjetničkog ureda i njegovo obilježje sa poduzetničkim pothvatom opisano je u ovom radu. U radu su opisane i objašnjene tehnološke značajke te razvoj informacijsko komunikacijske tehnologije kao i njezini modeli. Rastom klijenata u uredskom poslovanju odnosno odvjetništvu potrebno je uspostavljanje što efikasnijeg i bržeg rješavanja problema i upita od strane klijenata, te je iz tog razloga došlo do potrebe za stvaranjem pozivnih centara. Opisan je rad i integracija tehnologije pozivnih centara u poslovnim procesima. Kako bi detektirali probleme do kojih dolazi u poslovanju intervjuirali smo voditelja pozivnog centra jednog odvjetničkog ureda. Dani su odgovori opisa radnog mjesta i radnog dana, problemi s kojima se susreće, te mogućnosti njihovog otklanjanja kao i načini kojima se prati kvaliteta pozivnog centra i agenta. Na kraju rada opisano je aktualno stanje pozivnih centara te njihov razvoj u budućnosti.
Abstract (english)
An entrepreneurial venture is a combination of different ideas that need to be realized in order to achieve a positive result, while the term entrepreneur means any person who consciously takes some kind of risk in order to make a profit. The establishment of a law office and its characteristics with an entrepreneurial venture are described in this paper. This work describes and explains technological features and the development of information and communication technology as well as its models. With the growth of clients in office operations, in the legal profession, it is necessary to establish the most efficient and faster solution of problems and inquiries by clients, and for that reason there was a need to create call centers. The operation and integration of call center technology in business processes is described. In order to detect business problems, we interviewed the call center manager of a law firm. The answers are given about the job description and the working day, the problems encountered and the possibilities of their elimination, as well as the ways in which the quality of the call center and agent is monitored, are given. At the end are described the current state of call centers and their development in the future.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:148:669559
Study programmeTitle: Economics of Entrepreneurship
Study programme type: professional
Study level: specialist graduate
Academic / professional title: stručni specijalist/specijalistica poduzetništva (stručni specijalist/specijalistica poduzetništva)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to authenticated users
Terms of useLicence In copyright icon
Created on2020-09-30 11:51:08