Plan de Mejoramiento para la Empresa Concentrix Cvg Customer Manager Colombia

Abstract

The management of Huawei Colombia's E-commerce, and customer service, is a process that is carried out by an external BPO, in this case, the Concentrix Customer organization that directs its daily operation in the management of virtual support tools, however, there is a need to strengthen the quality of the information provided before, during and after the purchase of the product, thus minimizing the margins of error in the responses given to customers and in turn seeking to provide adequate and accurate information. Optima likewise, this provides the strengthening of the tool used by Concentrix in order to achieve benefits within the framework that meets the satisfaction and experience of users in support and customer service of the company as a requirement. For the development of this document, an information feedback process was completed by the customer service personnel in order to improve the support tool of the BPO Concentrix that manages the E-commerce and customer service of Huawei in Colombia, together with To the above, a contextualization of the company was carried out in order to explain in detail what its organizational structure, Mission, vision, values, and other relevant components are like; so that in this way the importance is given to the improvements connected to the operational process