University of Twente Student Theses


Improving the internal and external communication for Thales' Customer Contact Centre

Ster, V.T. van der (2022) Improving the internal and external communication for Thales' Customer Contact Centre.

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Abstract:A good communication strategy is important for businesses. Thales uses their Customer Portal for communicating with their customers and handling technical requests and problems. This relatively new tool is not yet fully exploited. The communication quality is not yet at a sufficient level which reflects in the service quality. This study used a mixed-method strategy which consisted of three parts. First, a questionnaire was used to measure the level of different communication quality parameters found in literature. Subsequently, follow-up interviews were used to gain a deeper understanding of the causes of the low rated parameters and to come up with directions for solutions. Lastly, a workshop was conducted with the staff to come up with concrete solutions and prioritize them. The questionnaire revealed that there is room for improvement on all three dimensions of communication quality (Time, Style and Content). The main problem is a lack of standardization in Thales’ communication strategy. Good protocols are absent, insufficient or the staff is not aware of their existence.
Item Type:Essay (Master)
Thales Netherlands, Hengelo, Netherlands
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies, 85 business administration, organizational science
Programme:Business Administration MSc (60644)
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