Callcentrum System Management in a chosen Firm

This thesis deals with operational management of an inbound call center and planning necessary work capacities. Company BEZREKLAMKY Ltd. established its own inbound call center, as a reaction to the dissatisfaction with the services of an external service provider and it is necessary to properly optimize operational capacities and human resources necessary to serve 5 to 7 thousand customer callers per month. Practical part of the thesis - planning of the workforce capacity, scheduling the shifts and planning the opening hours of the inbound call center - works with a rather extensive theoretical platform, which brings new views of operations management inbound call centre and also works with the internal and external surveys related to the functionality of newly established inbound call centre. Conclusions made on the basis of the theoretical part were applied directly to the planning and operational management of the inbound customer call centre. This thesis helped applied over 25 conclusions for the studied inbound call centers. The goals, which the company set out to fulfill, while planning the new department, are then partly validated via models of system dynamics and in the last section of the thesis reflects on the extent to which these goals are feasible