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Title A DEA approach for performance assessment of call centre agents Author info Viera Mendelová, Petra Strnádová Author Mendelová Viera 1985- (75%) UMBEF05 - Katedra kvantitatívnych metód a informačných systémov
Co-authors Strnádová Petra 1974- (25%) UMBEF06 - Katedra odbornej jazykovej komunikácie
Source document E+M Ekonomie a Management. Roč. 23, č. 3 (2020), s. 173-190. - Liberec : Technická univerzita v Liberci, 2020 Keywords pracovné výkony - pracovný výkon - working performance agenti - agents aspekty hodnotenia analýza obalu dát - analýza dátových obalov - data envelopment analysis - DEA call centrums Form. Descr. články - journal articles Language English Country Czech Republic Annotation 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. Public work category ADM No. of Archival Copy 48405 Catal.org. BB301 - Univerzitná knižnica Univerzity Mateja Bela v Banskej Bystrici Database xpca - PUBLIKAČNÁ ČINNOSŤ References PERIODIKÁ-Súborný záznam periodika 
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Title Methodology of industry statistics: averages, quartiles, and responses to atypical values Author info Martin Boďa, Vladimír Úradníček Author Boďa Martin 1984- (60%) UMBEF05 - Katedra kvantitatívnych metód a informačných systémov
Co-authors Úradníček Vladimír 1963-2021 (40%) UMBEF05 - Katedra kvantitatívnych metód a informačných systémov
Source document E+M Ekonomie a Management. Roč. 23, č. 3 (2020), s. 120-137. - Liberec : Technická univerzita v Liberci, 2020 Keywords priemyselné štatistiky - industry statistics finančné pomery kvartily - quartiles hodnoty - values priemery Form. Descr. články - journal articles Language English Country Czech Republic Annotation The paper notices troublesome aspects of compiling industry statistics for the purpose of inter-enterprise comparison in corporate financial analysis. Whilst making a caveat that this issue is unbeknownst to practitioners and underrated by theorists, the goal of the paper is two-fold. For one thing, the paper demonstrates that financial ratios are inclined to frequency distributions characteristic of power-law (fat) tails and their typical shape precludes a simple treatment. For the other, the paper explores different approaches to compiling industry statistics by considering trimming and winsorizing cleansing protocols, and by confronting trimmed, winsorized as well as quantile measures of central tendency. The issues are empirically illustrated on data for a great number of Slovak construction enterprises for two years, 2009 and 2018. The empirical distribution of eight financial ratios is studied for troublesome features such as asymmetry and power-law (fat) tails that hamper usefulness of traditional descriptive measures of location without considering different possibilities of handling atypical values (such as infinite and outlying values). The confrontation of diverse approaches suggests a plausible route to compiling industry statistics that consists in reporting a 25% trimmed mean alongside 25% and 75% quantiles, all applied to trimmed data (i.e. data after discarding infinite values). The paper also highlights the sorely unnoticed fact that the key ratio of financial analysis, return on equity, may easily attain non-sense values and these should be removed prior to compiling financial analysis; otherwise, industry statistics is biased upward regardless of what measure of central tendency is made use of. Public work category ADM No. of Archival Copy 48406 Repercussion category HEDVIČÁKOVÁ, Martina - KRÁL, Martin. Performance evaluation framework in the industry 4.0 context : the case of the Czech manufacturing industry. In E + M : ekonomie a management. ISSN 1212-3609, 2021, vol. 24, no. 1, pp. 118-134.
Catal.org. BB301 - Univerzitná knižnica Univerzity Mateja Bela v Banskej Bystrici Database xpca - PUBLIKAČNÁ ČINNOSŤ References PERIODIKÁ-Súborný záznam periodika unrecognised