Análisis y propuesta para disminuir la rotación en el contact center BPO en el 2023

Abstract

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.