Valencia, Jovansca Andhita (2024) AKTIVITAS KOMUNIKASI ORGANISASI INTERNAL PT. MITRACOMM EKASARANA DALAM MENINGKATKAN LAYANAN AGENT CALL CENTER DI DUNIA BISNIS PROSES OUTSOURCING. S1 thesis, Universitas Mercu Buana - Menteng.
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Abstract
Dalam proses berjalannya operasional Call Center adapun aktivitas dan hambatan yang terjadi didalam internal PT Mitracomm Ekasarana agar tujuan perusahaan mitra atau klien dapat tercapai. Tujuan dari penelitian ini adalah untuk mengetahui Aktivitas Komunikasi Organisasi Internal Team Operasional PT Mitracomm Ekasarana dalam meningkatkan layanan Call Center di Dunia Bisnis Proses Outsourcing. Penelitian ini menggunakan kualitatif deskriptif. Dengan melakukan wawancara mendalam kepada empat narasumber. Kajian pustaka terdiri dari 7 penelitian terdahulu sedangkan kajian teoritis yang digunakan meliputi Komunikasi, Public Relations, Aktivitas komunikasi dan Komunikasi Organisasi. Paradigma pada penelitian ini menggunakan paradigma konstruktivisme dengan menggunakan pendekatan kualitatif, dengan metode penelitian studi kasus. Penelitian ini menggunakn teknik pengumpulan data primer dan data sekunder. Data primer terdiri dari wawancara mendalam dan observasi dan data sekunder terdiri dari referensi buku, jurnal penelitian terdahulu dan penelusuran data online.. Hasil penelitian ini menunjukkan bahwa proses pelaksanaan Aktivitas Komunikasi Organisasi Internal Team Operasional PT Mitracomm Ekasarana dalam meningkatkan layanan Call Center di Dunia Bisnis Proses Outsourcing menemukan focus masalah yaitu kurangnya komunikasi antar divisi yang menyebabkan kesalahan menangkap informasi yang berdampak kepada layanan operasional PT Mitracomm Ekasarana. Kesimpulan dari penelitian ini adalah penerapan Aktivitas Komunikasi Organisasi Internal pada program ini tersusun dan terencana dengan baik. In the process of running Call Center operations, there are activities and obstacles that occur internally at PT Mitracomm Ekasarana so that the goals of partner companies or clients can be achieved. The purpose of this research is to determine the Internal Organizational Communication Activities of PT Mitracomm Ekasarana's Operational Team in improving Call Center services in the Business Process Outsourcing World. This research uses descriptive qualitative. By conducting in-depth interviews with four sources. The literature review consists of 7 previous studies, while the theoretical studies used include Communication, Public Relations, Communication Activities and Organizational Communication. The paradigm in this research uses a constructivism paradigm using a qualitative approach, with a case study research method. This research uses primary data collection techniques and secondary data. Primary data consists of in-depth interviews and observations and secondary data consists of book references, previous research journals and online data searches. The results of this research indicate that the process of implementing the Internal Organizational Communication Activities of PT Mitracomm Ekasarana's Operational Team in improving Call Center services in the Business World. The Outsourcing Process found a focus problem, namely the lack of communication between divisions which caused errors in capturing information which had an impact on PT Mitracomm Ekasarana's operational services. The conclusion of this research is that the implementation of Internal Organizational Communication Activities in this program is structured and well planned.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 4421811004 |
| Uncontrolled Keywords: | Aktivitas Komunikasi Organisasi, Komunikasi Organisasi Organizational Communication Activities, Organizational Communication |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat > 659.2 Public Relations/Hubungan Masyarakat |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | WIDYA AYU PUSPITA NINGRUM |
| Date Deposited: | 03 Feb 2024 08:09 |
| Last Modified: | 03 Feb 2024 08:09 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/85820 |
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