Propuesta de mejoramiento para los indicadores de servicio en el call center de la empresa Avanzo
When identifying the problem of answering calls in the Call Center that provides the customer service for the Avanzo company, based on the information provided by the area, carry out the corresponding analyzes to identify the causes and root of the problem in order to develop and propose an improvem...
- Autores:
-
Borja Marín, Christian Camilo
Solano Arévalo, Cristian Daniel
Calvache León, Diana Marcela
- Tipo de recurso:
- Tesis
- Fecha de publicación:
- 2021
- Institución:
- Universidad ECCI
- Repositorio:
- Repositorio Institucional ECCI
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.ecci.edu.co:001/2428
- Acceso en línea:
- https://repositorio.ecci.edu.co/handle/001/2428
- Palabra clave:
- Servicio al cliente
Calidad
Kpis
Customer service
Quality
Kpis
- Rights
- openAccess
- License
- Derechos reservados, Universidad ECCI 2021
| Summary: | When identifying the problem of answering calls in the Call Center that provides the customer service for the Avanzo company, based on the information provided by the area, carry out the corresponding analyzes to identify the causes and root of the problem in order to develop and propose an improvement for the area that allows the correct performance of the process and Likewise, the quality and management indicators are standardized, guaranteeing good service to the customer that generates satisfaction and greater quality care is acquired. |
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