| Abstract [eng] |
The paperwork analyses the study of service development potential in the call centre. Four fields: call center, telemarketing, social enterprise and people with physical (motional) disability are chosen to represent the main idea of this paperwork. The paper contains three parts. The main purpose of first and second parts is to review and analyze the theoretical aspects of call center, telemarketing, social enterprise and the theoretical and statistical situation of disabled people labour force in Lithuanian. The review and analyze are based on various Lithuanian and foreign scientific information (books, articles, papers, interactive databases and etc.). The main purpose of the third part is to fulfil the physically (motional) disabled people opinion and interest research and try to find out the physically (motional) disabled people attitude towards adapting a call center concept in the activities of a social company and the interest to participate (to work) in such company’s activity. Conclusions and suggestions of the first, second and third parts are given at the end of the paperwork. Paperwork research object – call center concept. Research time took two months: February 5/2007 –April 15/2007. Paperwork contains 75 pages, 10 tables and 35 pictures. Social-economical changes in Lithuania determined new integration into labour force opportunities for the disabled people (people with physical (motional) disability). Nowadays business success depends on close communication between company and its customers. For that reason a call center is very opportune and auspicious tool which ensures that close communication. A call center activity - it‘s a process during which company communicate with its customers through the various communication equipment, such as telephone, computer, etc. This process plays mediatorial function between company and its customers and helps to improve company’s affordable services quality. A Call center as a social activity form is very opportune and auspicious for the physically (motional) disabled people by helping them to integrate into Lithuanian labour force. This business form gives promotion and motivation for the people with physical (motional) disability to improve their personal and professional levels. |
