出版社：Academy of Economic Studies - Bucharest, Romania
摘要：This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software we analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns.
关键词：Business Process Monitoring; Key Management Indicators; Efficiency Of Human Resource Management
