Bibliographic citations
Flores, J., Silva, D. (2024). Modelo para incrementar el nivel de servicio de un call center utilizando las 5S y el trabajo estandarizado bajo el enfoque PDCA en una empresa del sector servicios [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/674321
Flores, J., Silva, D. Modelo para incrementar el nivel de servicio de un call center utilizando las 5S y el trabajo estandarizado bajo el enfoque PDCA en una empresa del sector servicios [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/674321
@misc{renati/418808,
title = "Modelo para incrementar el nivel de servicio de un call center utilizando las 5S y el trabajo estandarizado bajo el enfoque PDCA en una empresa del sector servicios",
author = "Silva Escobar, Denilson Michelli",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
Competition in the call center sector is intense, as companies constantly seek to offer optimal service to end users. However, to meet standards and efficiency in resolving customer issues, these service companies face significant challenges. Focusing the study on a call center with a service level of 69% is a prudent decision, as it identifies an area for improvement compared to the sector average of 80%. After a detailed analysis, the main problem was identified: a high number of unanswered calls and an inefficient service process. These problems were the main focuses of attention to implement improvements and achieve a more competitive level of service. This study proposes a continuous improvement model based on the PDCA approach, where 5S tools and work standardization were implemented as key solutions. On the one hand, 5S facilitated the classification and categorization of the different types of calls, which made it possible to simplify the work of advisors. In addition, response templates were created to speed up call recording. In addition, audits were carried out by the corresponding area to ensure that the new established process is complied with. Standardizing work processes can indeed have significant benefits for customer service operations. By eliminating non-value-added activities, training staff, and documenting new procedures, companies can streamline their operations and improve efficiency. Achieving a service level of 81%, meeting sector indicators, indicates a successful implementation of these strategies. This not only enhances customer satisfaction but also boosts the overall performance and competitiveness of the company.
This item is licensed under a Creative Commons License