Pracovní příležitosti a pracovní podmínky v call centru

This thesis deals with the issue of job and working conditions in British call centers located in the third world countries (understood in developing countries and countries of the former Soviet Union). The aim of this thesis is to analyze the existing job opportunities and working conditions and the applied principles and practices of human resource management and marketing in the call center of the British International company Cupid plc in Ukrainian city Dnepropetrovsk, identify the problems and suggest solutions. The thesis is divided into eight chapters: organizing (explains the essence of organizing and classifies the types of organizational structures), call center (describes the traditional call center model, modern trends and problems in call centers), international company (explains the philosophy and strategy of companies at the international market); the third world countries (defines and characterizes the problems of the third world countries), human resource management of the international company (defines and explains the strategy, policies and practices of human resources management of the international company); marketing of the international company (defines and explains the strategy, policies and procedures of customer relationship management of the international firms); call centers of the international companies in the third world countries (gives examples of the activities and problems of British call centers in India, Pakistan and the Philippines); British call center in Ukraine (analyzes specific British call center of the international company in Ukrainian city Dnepropetrovsk). This thesis is processed using literature, case studies, internal documents and personal experience of the author.