Solution for model of a selfcare portal for a telecommunication company

Target of this work is to prove a necessity of a new comunication channel for customer care in a telecommunication company. This channel should be a selfcare portal. The thesis analyses an actual status of communication tools of local telco operators, further discuss a process of communication between customer and customer care centre with concentration on the most problematic issues. Based od this proces, the work projects a model of a selfcare portal and analyses all the effects and changes that have an influence on the problematic places of the basic process. Then, the thesis describes methods of testing the performance of this changed process and finally in the summary the thesis confirms the necessity of the selfcare portal as an ideal solution for communication between customers and telco operator