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A DEA APPROACH FOR PERFORMANCE ASSESSMENT OF CALL CENTRE AGENTS

Viera Mendelová, Petra Strnádová

The paper focuses on a relatively new and prospective application of the data envelopment analysis (DEA) in the employee performance assessment. In the paper, a novel DEA approach is proposed for evaluating the performance of call centre agents, based on their relative efficiency. Since call centres handle a majority of customer-company interactions, performance of call centre agents largely influences the future success or failure of a company. To ensure the quality of customer service, permanent evaluation of call centre agents’ performance is essential. The proposed DEA model consisting of two input variables (wage and working time) and five output variables (quick-answer calls proportion, customer satisfaction, net first contact resolution, call quality and inbound contact handle time) has been tested on 55 call centre agents working at the call centre of one of the largest telecommunications operators in the Slovak Republic. After measuring the performance of each agent, based on the DEA models, the call centre agents’ performance was evaluated in the DEA matrix format. As a result, the call centre agents were divided into four groups: Stars, Cash Cows, Question Marks and Poor Dogs. Finally, based on the proposed approach, recommendations for call centre managers on how to improve or maintain the performance of each of these groups were drawn. The proposed approach provides a practical framework for call centre managers to assess the performance of the agents, and to plan and také steps to improve the quality of call centre services.
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RECIPROCATION AT WORK: THE ROLE OF WORK TO FAMILY ENRICHMENT AND FAMILY ROLE SALIENCE

Aneel Kumar, Khalil Ahmed Channa, Niaz Ahmed Bhutto

Usually an individual performs two most prominent roles in daily life. One is the work role, other is the family role. It is not uncommon to find it difficult for an employee to balance both roles simultaneously and as a result they may face work family conflict. Following this conflict perspective, mostly studies have looked into the darker side of work family balance i.e., work family conflict (Greenhaus & Powell, 2006; McNall, Nicklin, & Masuda, 2010) but some researchers argued the positive side of work family interface (Aldous, 1969; Marks, 1977; Sieber, 1974). The conflict perspective of work and family role has been paid with extra attention in work place.
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BEHAVIOURAL ECONOMICS OF ORGANIZATION: EMPLOYEES AND MANAGERS

Petr Houdek, Petr Koblovský

If you are an economist, you are reading this article without any financial incentive from your employer. It is equally difficult to verify that such activity will contribute to your growth of human capital and increased productivity in research or teaching. (That does not prevent the authors from hoping it will.) The standard economic model, which explains employee’s effort only through the wage (determined by productivity), is therefore incomplete.
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ATTITUDES OF MANAGERS TOWARDS DISADVANTAGED GROUPS ON THE LABOUR MARKET IN THE SLOVAK REPUBLIC

René Pawera, Vladimíra Pazderová, Marian Šuplata

The issue of equal opportunities in the labour market is a highly topical issue, requiring the public attention. Considering that the Slovak Republic is already more than ten years a member of the European Union, it is necessary to address the issue not only on the national but also on the supranational level. The institutions of the European Union, using various instruments and taking complementary actions are trying to ensure equal opportunities in the labour market of the EU.
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Improvement of Employees´ Corporate Training in the Company Topvar

Helena Šimková, Miriam Šebová, Renáta Horňáková

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