Bibliographic citations
García, D., Vargas, C. (2022). Propuesta de un modelo de estandarización del proceso de atención call center mediante ciclo PDCA para mejorar la calidad de servicio móvil postpago en una empresa peruana [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/659323
García, D., Vargas, C. Propuesta de un modelo de estandarización del proceso de atención call center mediante ciclo PDCA para mejorar la calidad de servicio móvil postpago en una empresa peruana [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2022. http://hdl.handle.net/10757/659323
@misc{sunedu/4387654,
title = "Propuesta de un modelo de estandarización del proceso de atención call center mediante ciclo PDCA para mejorar la calidad de servicio móvil postpago en una empresa peruana",
author = "Vargas Caycho, Claudia Antuaned",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2022"
}
The objective of the research is to improve the postpaid mobile service quality of a Peruvian company in the telecommunications sector. The indicator used to measure the degree of satisfaction is the NPS, which is obtained through a user survey, and is calculated as the subtraction of promoter and detractor clients. When analyzing this indicator, it was determined that the highest proportion of detractor clients is dissatisfied with the call center service process. Therefore, the activities of the four call center managers and the average call duration times (TMO) were analyzed. Thus, the following root causes were found: Outdated and incorrect description of the working procedure, lack of visual impact of the system, erroneous and incomplete markings in the system, and a non-standardized method. These were solved by implementing the lean philosophy through a model based on Plan-Do-Check-Act (PDCA), and the 5S, Jidoka, Poka Yoke and Process Standardization tools. After implementation, the root causes were improved, reducing the TMO of the four managers, resulting in an increase in the NPS of the postpaid mobile segment by 5 percentage points. With the obtained result, a quick and effective solution was guaranteed to the customers who communicate with the call center.
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