info:eu-repo/semantics/bachelorThesis
Análisis y propuesta para disminuir la rotación en el contact center BPO en el 2023
Autor
Soto Rojas, Luis Carlos
Chía Delgado, Mary Luz
Londoño Rojas, Myriam
Institución
Resumen
The objective of this research project is to identify the factors that lead to turnover in the Nexa
BPO contact Center, for this reason we consider that it was necessary to develop. A strategic plan
for talent and human culture, which would reduce staff turnover, helping to develop the skills and
competencies of human talent; thus, promoting better wellbeing for employees, creating better
work environments in the BPO contact center by 2023.
In order to find the causes of staff turnover, we use descriptive research to identify the
predominant situations and attitudes in activities and people. The research method that was used
was through observation and in order to collect the information necessary for the analysis, a
statistical survey was applied to the operational personnel and a focused interview with the director
of operations.
This investigation could be carried out on a group of 10 agents and part of the operational staff;
in the results of the analysis it was evidenced that the main causes originate from the pressure that
immediate boss, opportunities for good treatment by him and the absence of an organizational
culture policy.