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Vergleich der Arbeitsbelastungen von Inbound- und Outbound-Call Centern

Vergleich der Arbeitsbelastungen von Inbound- und Outbound-Call Centern

          
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About the Book

Studienarbeit aus dem Jahr 2013 im Fachbereich Psychologie - Arbeit, Betrieb, Organisation, Sprache: Deutsch, Abstract: Die Ausarbeitung befasst sich mit der Fragestellung, ob die Belastungen für die Arbeitnehmer in Call Centern je nach Tätigkeitsbereich (Inbound oder Outbound) unterschiedlich hoch ausfallen. Zunächst wird auf die Aufgabe und den Aufbau von Call Centern im Allgemeinen eingegangen. Darauf aufbauend werden die Anforderungen an Call Center-Agenten beschrieben. Daraus werden anschließend die Belastungen für die Agenten abgeleitet. Anhand von Studien werden die Belastungen betrachtet, die beim Vergleich von Inbound- und Outbound-Call Centern unterschiedlich stark ausgeprägt sind. Abschließend werden Verbesserungsvorschläge aufgezeigt. Das Ziel der Arbeit ist die Identifikation der Unterschiede zwischen den Belastungslevels nach den Tätigkeitsbereichen in Call Centern. Das Wachstum von Call Centern hat in den vergangenen Jahren stark zugenommen. Dabei handelt es sich nicht um einen Trend, sondern um eine Reaktion auf die sich wandelnden Märkte und deren Teilnehmer. Durch die ansteigenden Kundenbedürfnisse ist eine individuelle Zuwendung zum Kunden erforderlich. Zudem haben sich in den vergangenen Jahren die Kommunikationskanäle in der Gesellschaft weitestgehend verschoben. Der traditionelle Schriftverkehr verliert an Bedeutung, wohingegen die telefonische Kommunikation und der elektronische Schriftverkehr zugenommen haben. Die Anzahl der Call Center in Deutschland lag im Jahr 1998 bei 1.600. Im Jahr 2009 wurden 6.700 Call Center in Deutschland gezählt. Demnach ist auch die Anzahl der Call Center-Mitarbeiter angestiegen. Waren im Jahr 2002 noch 220.000 Mitarbeiter in Call Centern beschäftigt, waren es in 2011 bereits 520.000 Mitarbeiter. Im Anhang A und B sind die Entwicklungen grafisch dargestellt. Die Mitarbeiter in Call Centern sind hohen physischen und psychischen Belastungen ausgesetzt, so dass in Call Centern eine hohe Fluktuationsrate vorherrs


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Product Details
  • ISBN-13: 9783346734693
  • Publisher: Bod Third Party Titles
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 28
  • Spine Width: 2 mm
  • Width: 148 mm
  • ISBN-10: 3346734692
  • Publisher Date: 16 Sep 2022
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Weight: 50 gr


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