Information on the thesis "The Collective Psychological Atmosphere of Call Center Operators at Viettel Customer Care Center in Hanoi" by graduate student Pham Thi Ngoc, majoring in Psychology.1. Student's Full Name: Pham Thi Ngoc 2. Gender: Female 3. Date of Birth: August 2, 1983 4. Place of Birth: Bac Giang 5. Decision No. 449/QD-KH&SDH, dated October 14, 2008, of the Rector of the University of Social Sciences and Humanities. 6. Changes during the training process: None 7. Thesis Title: The Collective Psychological Atmosphere of Call Center Operators at Viettel Customer Care Center in Hanoi. 8. Major: Psychology 9. Code: 60 31 80 10. Scientific Advisor: Assoc. Prof. Dr. Nguyen Huu Thu, Department of Psychology, University of Social Sciences and Humanities, Vietnam National University, Hanoi. 11. Summary of thesis results: - The psychological atmosphere in a group is a socio-psychological state reflecting the level of development of interpersonal relationships, moods, tendencies, viewpoints, satisfaction, and attitudes of members towards relationships within the group, working conditions, and work organization. - The psychological atmosphere of the call center staff at Viettel Customer Care Center is favorable. - Many factors influence the psychological atmosphere of the call center staff at Viettel Customer Care Center, among which subjective factors play the most important role. - The favorable psychological atmosphere has positively affected the quantity and quality of customer calls received and processed by the call center staff. 13. Future research directions: None 14. Published works related to the thesis: None
INFORMATION ON MASTER'S THESIS
1. Full name: Pham Thi Ngoc 2. Sex: Female 3. Date of birth: August 2nd 1983 4. Place of birth: Bac Giang 5. Admission decision number: 449/QD-KH&SĐH Dated October 14th 2008 issued by the Director of University of Social Sciences and Humanities- National University of Hanoi. 6. Changes in academic process: None 7. Official thesis title: The psychological community atmosphere of collective call center in The customer care center Viettel at Hanoi. 8. Major: Psychology. 9. Code: 60 31 80 10. Supervisors: Assoc.Prof.Dr Nguyen Huu Thu – Faculty of Psychology, University of Social Sciences and Humanities, Vietnam National University, Hanoi. 11. Summary of the findings of the thesis: - The psychological atmosphere in the business community is a social and psychological state which reflects the extent of development of interpersonal relationships, state of mind, tendencies, viewpoints and satisfaction and attitudes of all members towards the relationships within the community, working conditions and labor organization. - The psychological community atmosphere of collective call center in The customer care center Viettel at Hanoi is favourable. - There are various factors impacting on the psychological atmosphere of collective call center in the customer care center Viettel at Hanoi, among which the subjective ones play the most influential role. - The favorable psychological atmosphere has had positive influences on the customer called quantity and quality that call center receives and resolved. 12. Practical applicability, if any: - It's necessary for the leaders to make the call centers feel respected, feel that they're a member of the common Viettel house, the employee's contribution is recognized. - The leaders usually grasp the situation of thought and life of call center, care about the spiritual needs of the collective by organizing outdoor activities, picnic to enhance understanding, communication, set close relationship between the staff, create a favorable relationship environment to promote collective prosperity. - Need a loosening of regulations, sanctions, and increase the salary and bonuses for the call center; take measures to save more time in meetings, have a policy preference for call centers who are pregnant women or women with young children. 13. Further research directions, if any: None. 14. Thesis-related publications: None
