Bibliographic citations
Hurtado, F., Torres, G. (2018). Factores internos y externos que afectan la atención de los asesores al usuario final en el centro de atención al cliente (cac) de claro [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/624525
Hurtado, F., Torres, G. Factores internos y externos que afectan la atención de los asesores al usuario final en el centro de atención al cliente (cac) de claro [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2018. http://hdl.handle.net/10757/624525
@misc{renati/367235,
title = "Factores internos y externos que afectan la atención de los asesores al usuario final en el centro de atención al cliente (cac) de claro",
author = "Torres Monteagudo, Giuliana Adela",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2018"
}
Claro is a Mexican multinational communications services company. It has presence in Peru through a subsidiary. It is the second largest company among the four mobile phone companies in the country and is part of the América Móvil Group, offering customers the following products: mobile, fixed and public telephony, internet, digital cable television, satellite television and accessories. This research chose this important organization as object of study because the impact on the local communications sector, employing thousands of Peruvians and setting the standards of a successful international company. Our study focused on the internal and external factors that affect the attention of the Consultants and the impact on the final user of the CAC Plaza Norte Customer Service Center, one of the most important in the company. The objective was to analyze the internal and external factors that impact on the performance of the advisors and, therefore, on the level of customer satisfaction. The purpose is to propose a strategic work plan to strengthen the work of the Claro staff, to offer a higher quality and efficient service to the customer that comes to the CAC Plaza Norte, increase loyalty and increase the profitability of the company.
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