Bibliographic citations
Rostaing, G., (2019). Creencias Irracionales en asesores de servicio de atención al cliente en un call center de empresa privada del distrito de San Borja [Trabajo de suficiencia profesional, Universidad Inca Garcilaso de la Vega]. https://hdl.handle.net/20.500.11818/4521
Rostaing, G., Creencias Irracionales en asesores de servicio de atención al cliente en un call center de empresa privada del distrito de San Borja [Trabajo de suficiencia profesional]. : Universidad Inca Garcilaso de la Vega; 2019. https://hdl.handle.net/20.500.11818/4521
@misc{renati/860454,
title = "Creencias Irracionales en asesores de servicio de atención al cliente en un call center de empresa privada del distrito de San Borja",
author = "Rostaing Ajen, Giovanna Esperanza",
publisher = "Universidad Inca Garcilaso de la Vega",
year = "2019"
}
The present investigation had the objective demonstrate the levels of existence of irrational beliefs in the customer service advisors in a private company call center in the district of San Borja. The census consists of 80 advisors of which are 39 men and 41 women, the ages of the participants are between 18 and 60 years old. The research is descriptive, the design is quantitative, not experimental and transversal. The instrument was applied: Inventory of irrational beliefs of Albert Ellis that aims to highlight irrational beliefs. The results conclude that, if there are irrational beliefs in the customer service advisors in a private company call center in the district of San Borja, the most relevant beliefs are: VI-fear of anxiety, IV-intolerance to frustration, VIII-dependence and III-blame. Based on the results, an intervention program was developed, which is made up of 8 sessions, with a duration time, per session of forty-five minutes. The purpose of the programs is to reduce irrational beliefs that limit the advisors of the customer service that presented it.
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