Major Project & Comprehensive Viva voce (536422)

Session: 2009-2011

DECLARATION I the undersigned solemnly declare that the report of the research work entitled TO STUDY THE DEVELOPMENT OF CALL CENTRE MANAGEMENT WITH REFERENCE TO RELIANCE RAIPUR is based on my own work carried out during the course of my study under the supervision of PANKAJ BAHETY. I assert that the statements made and conclusions drawn are an outcome of my research work. I further declare that to the best of my knowledge and belief the report does not contain any part of any work which has been submitted for the award of MBA degree CSVTU University.

_________________ (Signature of the Candidate) <POOJA SINGH> Enrolment No: AE6955

Major Project & Comprehensive Viva voce (536422)

Session: 2009-2011

CERTIFICATE

This is to certify that the work incorporated in the report TO STUDY THE DEVELOPMENT OF CALL CENTRE MANAGEMENT WITH REFERENCE TO RELIANCE RAIPUR is a record of research work carried out by POOJA SINGH bearing Enrollment No.: AE6955 under my/our guidance and supervision for the part fulfillment for the award of MBA Degree of Chhattisgarh Swami Vivekanand Technical University, Bhilai (C.G.), India.

To the best of my knowledge and belief the Report

i) Embodies the work of the candidate him/herself,

ii) Has duly been completed,

iii) Is up to the desired standard both in respect of contents and language for external viva.

_________________ (Signature of the Supervisor) PANKAJ BAHETY Associate Professor

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Major Project & Comprehensive Viva voce (536422)

Session: 2009-2011

ACKNOWLEDGEMENT

It is my pious duty to make grateful acknowledgement of the assistance and guidance, I have obtained in the course of preparing this dissertation work TO STUDY THE DEVELOPMENT OF CALL CENTRE MANAGEMENT WITH REFERENCE TO RELIANCE RAIPUR. I take this opportunity to express my heartiest thanks & obligation to PANKAJ BAHETY associate professor dept. Of MBA SSMV Bhilai who rendered me invaluable instructions and guidance for preparing and fulfilling my work. I am also grateful to Dr. SUMITA DAVE H.O.D of MBA dept. SSMV Bhilai for giving me this opportunity, advising & inspiring to conduct this dissertation work. I extent thankful my thanks to MR. VIKRAM GHAI team leader of reliance call centre Raipur for giving me their invaluable time & co-operation for completing my research.

Place: Bhilai Date:

POOJA SINGH MBA 4TH SEM

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Major Project & Comprehensive Viva voce (536422)

Session: 2009-2011

TABLE OF CONTENTS

Declaration by the Student Certificate from the Supervisor / Company Acknowledgments Table of Content Chapter 1. Introduction to the study a. Explanation of the subject b. Literature Review Chapter 2. Company Profile Chapter 3. Research Methodology a. Objectives b. Research Plan Chapter 4. Analysis Chapter 5. Findings of the study Chapter 6. Recommendations Chapter 7. Limitations Chapter 8. Conclusions References Appendices a. Research Progress Report b. Interview Questions

i ii iii iv 1-18 2-5 6-18 19-26 27-30 28 28 29-38 39-40 41-42 43-44 45-46 v-vi vii viii ix

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Major Project & Comprehensive Viva voce (536422)

Session: 2009-2011

REFERNCES

REFERENCES

Major Project & Comprehensive Viva voce (536422)

Session: 2009-2011

Citation from Website: www.callcentre.com www.google.com www.rcom.co.in www.reliance.com

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Major Project & Comprehensive Viva voce (536422)

Session: 2009-2011

APPENDICES

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