Improving the quality of service provided by PFP s.r.o. with help of its own call centre

The main objective of this thesis will be to propose a project to establish a new internal call centre of company PFP s.r.o., which mainly deals with insurance of motor vehicles and became the first website to compare products and prices in the insurance market . The thesis will describe operation of the company before establishment of the call centre and will identify key considerations which led the company to the idea of building an internal call centre. The thesis will focus on identifying and proposing appropriate processes that will led to improved quality of service while communicating with clients of PFP s.r.o. and also ensure a more efficient employees. The practical part will propose specific actions that will ensure smooth running of the new call centre