Petra Strnadova | University Matej Bel, Banska Bystrica (original) (raw)

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Papers by Petra Strnadova

E+M Ekonomie a Management, 2020

The paper focuses on a relatively new and prospective application of the data envelopment analysi... more 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 take steps to improve the quality of call centre services.

Človek a spoločnosť, Feb 1, 2023

Current Issues of Tourism Research, Jun 30, 2014

The paper analyses how often Slovak residents attend organized tourism events and which tourism s... more The paper analyses how often Slovak residents attend organized tourism events and which tourism services related to organized events they typically use. It is based on an extensive representative research. Tourism events are, on annual average, attended by majority of the Slovak population. Catering services in the events venues are used by more than three quarters of the attendants. Slovak residents also use accommodation, transportation, cultural and social or other services, and thus contribute to the profits of the local enterprises. Therefore organized events represent an important opportunity not only for development tourism in the respective territory, but also for the small and medium-sized enterprises prevailing in tourism sector.

E+M Ekonomie a Management, 2020

The paper focuses on a relatively new and prospective application of the data envelopment analysi... more 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 take steps to improve the quality of call centre services.

Človek a spoločnosť, Feb 1, 2023

Current Issues of Tourism Research, Jun 30, 2014

The paper analyses how often Slovak residents attend organized tourism events and which tourism s... more The paper analyses how often Slovak residents attend organized tourism events and which tourism services related to organized events they typically use. It is based on an extensive representative research. Tourism events are, on annual average, attended by majority of the Slovak population. Catering services in the events venues are used by more than three quarters of the attendants. Slovak residents also use accommodation, transportation, cultural and social or other services, and thus contribute to the profits of the local enterprises. Therefore organized events represent an important opportunity not only for development tourism in the respective territory, but also for the small and medium-sized enterprises prevailing in tourism sector.