Bibliographic citations
Galvez, J., Camarena, J. (2023). Sistema para la identificación de clientes a través de llamadas telefónicas para una cadena de hoteles [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/671484
Galvez, J., Camarena, J. Sistema para la identificación de clientes a través de llamadas telefónicas para una cadena de hoteles [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/671484
@misc{sunedu/3590036,
title = "Sistema para la identificación de clientes a través de llamadas telefónicas para una cadena de hoteles",
author = "Camarena Cueva, Jorge Luis",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The organization belongs to the hotel industry and as part of its commercial strategies it seeks to position itself as a leading company in the sector and to do so it seeks to obtain guests from the Peruvian market since its main guests are the foreign and corporate markets, however, the latter have been affected. during and after the COVID 19 pandemic. To achieve the aforementioned, the organization has to attract more clients, whether national or foreign, to do this, the Commercial area had to improve its Contact Center process during the calls it received from clients, in that sense, the present work consisted in the implementation of a System for customer identification through telephone calls. This system aims to improve and optimize the call process of the Contact Center team based on improving the indicators of the level of customer service satisfaction during the call to the telephone exchange. For the development of the system in question, the integration of different systems that make up the contact center flow was carried out, as well as the IVR system, Datamart, and the Postal System. In this way, the organization was able to have a technological solution that allows contact center executives to automatically identify customers when they make a call to the telephone exchange, having personal information about the customer, reservation history, purchasing preferences, communication history and with the possibility of updating the client's contact information.
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