Tesis
Evaluación de la calidad de los procesos de atención y servicio al cliente en el Área del Contact Center de la Empresa Plasticaucho Industrial S.A.
Fecha
2018-01Registro en:
Castillo Rosales, Álvaro Rolando. (2018). Evaluación de la calidad de los procesos de atención y servicio al cliente en el Área del Contact Center de la Empresa Plasticaucho Industrial S.A. Escuela Superior Politécnica de Chimborazo. Riobamba.
Autor
Castillo Rosales, Álvaro Rolando
Resumen
The objective was to determine the dimensions of quality that it needs to be improved
and thus be able to apply the necessary corrective measures to improve customer service
both internally and externally. Plasticaucho has been a market for several years in the
Ecuadorian, led the national market, its contact center it has become important direct
contact with customers, serving an average of 350 daily calls. The design of the research
is quasi-experimental, because it does not have a control criterion, it is executed in
explicit periods, first before the application of the proposal and contrasts with the effects
of its application. The modal qualitative to analyze the quality of service with
qualitative and quantitative parameters, to analyze quantitative aspects in relation to the
number of calls to the contact center, application of the simple and servqual scale
application through which the need to improve the quality of service was identified in
the dimensions of “Reliability” in all its components and the Response Capacity in its
component “Rapid collaborators”, in relation to the internal clients 65,52% are satisfied
with their job, to improve these paramenters it was designed and applied a manual of
functions and customer service and through statiscal tests it was possible to identify that
a significant impact on quality. So it is concluded that it is necessary constant evaluation
and implementation of strategies the feedback it is recommended that the manual of
functions and customer service be constantly updated, especially when creating new
jobs and in induction processes.