Bibliographic citations
Rodriguez, R., Santibañez, D. (2024). Propuesta de Mejora en los Procesos de Atención al cliente por Canales Escritos en Movistar Perú, 2024. [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/675423
Rodriguez, R., Santibañez, D. Propuesta de Mejora en los Procesos de Atención al cliente por Canales Escritos en Movistar Perú, 2024. [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/675423
@misc{renati/502695,
title = "Propuesta de Mejora en los Procesos de Atención al cliente por Canales Escritos en Movistar Perú, 2024.",
author = "Santibañez Sanchez, Diana Carolina",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The present work focuses on proposing improvements in customer service processes through digital channels such as WhatsApp at Movistar Peru, a telecommunications company. The objective is to enhance customer satisfaction indicators by focusing on online problem resolution, end-to-end assistance and follow-up, and providing root cause solutions to reduce recurrence. The analysis includes indicators such as NPS (Net Promoter Score), percentage of resolution, and incidence rate to measure the evolution compared to previous months. In addition, three different proposals were evaluated focusing on certification for employees, software development, and the inclusion of a specialized back-office profile. In a long-term scenario, these three proposals complement each other as they address identified pain points and provide opportunities for improvement in these three areas.
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