Proces izobrazbe studenata za rad u pozivnom centru

master's thesis

• Author: Željka Leskovar
• Mentor: Krešimir Pavlina (mentor)
• Mentor: Ana Pongrac Pavlina (komentor)
• Committee member: Krešimir Pavlina (član povjerenstva)
• Committee member: Ana Pongrac Pavlina (član povjerenstva)
• Committee member: Tomislav Ivanjko (predsjednik povjerenstva)
• Granter: University of Zagreb; Faculty of Humanities and Social Sciences; (Department of information and Communication sciences); Zagreb
• Defense date and country: 2021-02-19, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Information and Communication Sciences; Organization and Informatics

Abstract

Ovim radom bit će prikazan proces organiziranog neformalnog obrazovanja koji prolaze studenti osposobljeni za rad u pozivnom centru telekomunikacijskog operatora primjenom sustavskog pristupa u obrazovanju koji vodi računa o samom procesu izobrazbe kao cjelini, svim njenim dijelovima i njihovom međudjelovanju. Prikaz polazi od sadržajne strukture pisanih materijala koji se koriste u samom procesu izobrazbe. Pozivni centar može se najopćenitije, kako objašnjavaju Brodarić i dr.(2008), prikazati kao centralno mjesto za prikupljanje i distribuciju svih relevantnih informacija, ukoliko se isti još stavi u kontekst telekomunikacija gdje se informacije, usluge, potrebe korisnika i operatora pa i samo tržište vrlo brzo mijenjaju te je potrebno isti analizirati pomoću primjerenog pristupa koji omogućava uspješno ispitivanje potreba za promjenama, njihovo provođenje i vrednovanje njihovih učinaka.
Uz nužni teorijski dio i pojašnjenje pojmova poput neformalnog obrazovanja koji je u pozadini teme, rad donosi povijesni pregled i primjenu korištenog sustavskog pristupa uz navođenje postojećih istraživanja u području izobrazbe za rad u pozivnom centru u Republici Hrvatskoj i svijetu. Istraživački dio rada temeljit će se na analizi sadržaja postojećeg obrazovnog programa u odabranom pozivnom centru i pristupu koji se koristi pri izradi obrazovnih sredstava za učenje i poučavanje te neposredno daje uvid u osobine studenata koji su podvrgnuti samom obrazovnom programu.
Rad na samom kraju donosi prijedlog unaprjeđenja postojećih procesa obrazovanja koji se može primijeniti kao predložak daljnje izobrazbe u području telekomunikacijskih operatora bez obzira na sadržaj.

Abstract (english)

This thesis presents the process of informal education organized for the students trained to work in a telecommunications call center. It is done by applying a systematic approach to education that takes into account the entire process of education, all its parts and their interaction. Approach is mainly based on the content used in the educational process and its structure. The call center can best be presented as the central place for collecting and distributing all relevant information. If it is then put in the context of telecommunications where information, services, user and operator needs and the market itself changes very quickly, it is important that is analyzed using an appropriate approach. It enables a successful examination of the needs for change, their implementation and evaluation of their effects.
With the indispensable theoretical part and the explanation of concepts such as informal education which is the basic term of the presented theme, the paper also provides a historical overview and use of system approach, with reference to existing research in the field of training in the call center in Croatia and the world. The research part of the thesis is based on the use of content analysis of the existing educational program in the selected call center and revealing used approach in creating educational materials and other activities. Throughout this process we will have insight into students who are exposed to the educational program itself and their chatacteristics.
Thesis at the very end provides a suggestion for the improvement of existing education processes that can be used as a template for further training in the field of telecommunications operators regardless of content.

• Keywords: neformalno obrazovanje; sustavski pristup; analiza; obrazovni program; organizacija
• Keywords (english): informal education; system approach; analysis; educational program; organization
• Language: croatian
• URN:NBN: urn:nbn:hr:131:793817
• Study programme: Title: Information Sciences; specializations in: Informatology, Information Sciences (teaching), Information Sciences (research); Course: Information Sciences (teaching); Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra edukacije informacijskih znanosti (magistar/magistra edukacije informacijskih znanosti)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2021-02-23 22:25:51