Pengelolaan Call Center Untuk Peningkatan Fee Based Income

• Main Authors: , Ferry Apriyanto, , Boyke.Rudy.Purnomo,.SE,.MM
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2012
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/98189/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=53435
• Institution: Universitas Gadjah Mada

The.purpose.of.this.study.was.to.evaluate.and.explain.the.management.of. BNI.Call.fee-based.income,.also.to.be.able.to.explain.the.characteristics.and.also. the.position.of.competitive.strategy.BNI.Call.call.center.in.the.banking.industry.. .. This.research.is.case.studies.that.highlight.the.full.context.of.the.analysis. based. on. existing. conditions. in. the. company.. By. using. a. qualitative. method. based.on.competitive.strategy.formulation.in.BNI.Call..The.analysis.conducted. by.the.authors.in.formulating.the.strategy.of.increasing.fee-based.income.BNI. Call. are. the. industry. analysis,. analysis. of. five-force. model,. internal. analysis,. analysis.of.key.success.factors.and.analysis.of.corporate.strategy.. From.the.results.of.this.study.concluded.that.the.existing.strategy.on.BNI. Call. currently. not. optimal. enough. to. maintain. and. improve. company. performance.in.terms.of.increased.fee-based.income..And.because.of.this,.the. necessary. improvements. and. enhancements. tailored. to. the. developments. affecting.the.industry.environment,.so.that.BNI.Call.ahead.to.keep.maintain.the. quality.of.performance.and.service..