Melhoria dos processos com foco na redução do tempo médio de atendimento em central de atendimento

Abstract

The present study aims to present the improvements made in the central service with the objective of reducing the average service time from the moment when the operator assists the beneficiary performing the service quickly and resolutely. To continuously improve processes, the PDCA methodology was used, which in its translation into Portuguese means planning, doing, checking and acting. The purpose of the PDCA in this study was to accelerate and improve call center processes, identifying problems, their causes and solutions. The main problem identified was the increase in service time with the beneficiary on line, só the goal of reaching 00:05:30 was set as the new average service time until December 2021. In addition to the objective met, it is possible to measure a gain with the improvement made using the PDCA.