| Author | Nguyen Dang Cat Dung |
| Note | A project submitted in partial fulfillment of the requirements for the
degree of Master of Business Administration (Executive) in
International Business – Management of Technology, School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | Call Centers are rapidly growing recent years in Vietnam. Unlike many service areas, call
center needs huge number of employees for operator positions and other positions within a
company. Those operators are considered very important representatives to serve
customers and generate income for the company. However, the Call to Contact Co., Ltd.
has found more and more difficult to secure adequate number of operators and control
turnover rate that has increased over time. Beyond the reasons caused by the business
nature such as operators often, found more stressed because of strict quality control and
inflexible schedule than the employees in the service area did, some controllable reasons
caused by inappropriate HRM policies.
With analysis of internal and external factors, the research identified the company’s
problems related to inappropriate design of workflow, insufficient compensation, and
motivation.
The research also recommended solutions as well as implementation plan for improving
HR practices. The expectations for improvement of HRM practice are to create more
competitive environment, maintain stable number of applicants, and reduce the turnover
rate in the Call to Contact Co., Ltd. |
| Year | 2008 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Chairperson(s) | Sununta Siengthai |
| Examination Committee(s) | Neal, Mark;Swierczek, Fredric W. |