Citas bibligráficas
Mantilla, J., (2019). Factibilidad para la implementación de una operación de Contact Center ubicada en Lima [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/625901
Mantilla, J., Factibilidad para la implementación de una operación de Contact Center ubicada en Lima [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2019. http://hdl.handle.net/10757/625901
@mastersthesis{renati/368592,
title = "Factibilidad para la implementación de una operación de Contact Center ubicada en Lima",
author = "Mantilla Hidalgo, José Antonio",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2019"
}
The purpose of this document is to evaluate the feasibility of launching and operating a contact center operation in Lima profitably, having as a differentiating element the operation in accordance with the COPC GMD quality certification specialized for contact center operations. An analysis of the environment, the sector and the business has been carried out, for which the main tools and theoretical models have been used, as well as the experience of having managed a successful operation in this sector for more than 10 years. Through economic and financial analysis it was determined that there was a feasibility to carry out this operation with an attractive return for investors. Likewise, it was determined that there is space for the start-up of a new contact center in Lima and that the quality certification COPC GMD, in itself, did not represent a differentiating element, however, it became a hygienic element.
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