Bibliographic citations
Rubina, D., Godoy, M. (2023). El proceso de capacitación de los colaboradores del área de Contac Center de una entidad bancaria 2023 [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670011
Rubina, D., Godoy, M. El proceso de capacitación de los colaboradores del área de Contac Center de una entidad bancaria 2023 [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670011
@misc{sunedu/3566905,
title = "El proceso de capacitación de los colaboradores del área de Contac Center de una entidad bancaria 2023",
author = "Godoy Del Campo, Miluska Rebeca",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The objective of this research is to analyze the training process of the contact center area of a banking entity. For this reason, a qualitative study approach was applied, with the purpose of being able to thoroughly understand the problem and thus provide solution options for the company. In this way, surveys were carried out on collaborators, both supervisors and advisors, where they mentioned the importance to receive correct training and improvement opportunities for the current process. We can say that for every organization it is of great importance to have an adequate, functional, clear and sustainable training process in the long term, since by having trained collaborators we ensure high quality attention, we avoid unnecessary complaints and the flight of clients, being the objective The main thing is the satisfaction of the people who communicate with the telephone banking area. Also, we maintain a motivated team with updated knowledge, developing their skills and contributing to the achievement of their objectives in a friendly manner, avoiding frustrations and resignations of workers. It is considered that correct training is beneficial for the professional development of the employee in the organization.
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