Bibliographic citations
Vasquez, D., (2022). La responsabilidad social empresarial y la calidad del servicio al cliente en las empresas de call center de los distritos de Los Olivos y Breña 2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/32771
Vasquez, D., La responsabilidad social empresarial y la calidad del servicio al cliente en las empresas de call center de los distritos de Los Olivos y Breña 2021 [Tesis]. PE: Universidad Privada del Norte; 2022. https://hdl.handle.net/11537/32771
@misc{sunedu/3372235,
title = "La responsabilidad social empresarial y la calidad del servicio al cliente en las empresas de call center de los distritos de Los Olivos y Breña 2021",
author = "Vasquez Pijo, Diana Iris",
publisher = "Universidad Privada del Norte",
year = "2022"
}
In this research based on corporate social responsibility, it was sought to show how this is related to the quality of customer service in call center companies from the exhaustive analysis of the development of the activities that make up their processes. The study was developed under the axis of two variables which are corporate social responsibility and the quality of customer service. The sample used was 202 clients and with a correlational, cross-sectional and non-experimental study. The dimensions that were adopted were clients / consumers, reliability, tangible elements, security and empathy. The same ones that were extracted from previous research works validated by the Universidad Privada del Norte. With the results obtained, it was possible to confirm the objectives and hypotheses raised. Among the conclusions and recommendations, it was indicated that they should integrate suitable tools for the development of their functions and be identified within the annual macro objectives that call center companies manage and can be measured in a specific period of time to be able to apply the plans of necessary action and thus continuous improvement will be guaranteed. The work team that has the direct function of establishing communication with clients must remain qualified and trained with the new techniques and formats required for a good performance when exchanging information. The operational efficiency of this item is based on the application of innovation to obtain differentiation from the competition.
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