Mejora de la experiencia del cliente
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Date
2025-05-26
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Publisher
Corporación Universitaria Minuto de Dios - UNIMINUTO
Type
Monografía
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Acceso Abierto - http://purl.org/coar/access_right/c_abf2
Abstract
Emtelco S.A.S es una compañía con más de 25 años de experiencia en el campo de las soluciones de Business Process Outsourcing (BPO) y Contact Center. Su misión se centra en brindar un servicio de calidad para mejorar la experiencia de los clientes, adaptándose a las necesidades del mercado. Desde su creación en 1994, Emtelco ha evolucionado, ampliando su oferta inicial de servicios en telecomunicaciones, hasta convertirse en un referente en el sector de la atención al cliente, cubriendo diversas plataformas de comunicación. El propósito de este trabajo de grado es desarrollar un plan de mejora continua, dirigido al área de experiencia del cliente dentro de Emtelco S.A.S. El objetivo principal es optimizar la satisfacción, tanto de los clientes corporativos como de los usuarios finales. A través de un análisis inicial, se identifican áreas de oportunidad en los procesos de atención, destacando aquellas que requieren ajustes en sus procedimientos estandarizados. También se realiza una evaluación de la capacidad del personal para adaptarse y seguir las pautas establecidas por la empresa. En base a los hallazgos, se elabora un plan de acción para corregir las deficiencias y elevar la calidad del servicio, así como la productividad en el área. El enfoque metodológico del estudio incluye la utilización de herramientas de gestión de calidad, como el ciclo PHVA (Planificar, Hacer, Verificar, Actuar) y las siete herramientas básicas de calidad, con el fin de crear un sistema de mejora continua que sea eficaz y sostenible a lo largo del tiempo, garantizando una experiencia del cliente cada vez más positiva y confiable.
Emtelco S.A.S is a company with over 25 years of experience in the field of Business Process Outsourcing (BPO) and Contact Center solutions. Its mission focuses on providing quality service to enhance the customer experience, adapting to market needs. Since its founding in 1994, Emtelco has evolved, expanding its initial offering of telecommunications services to become a benchmark in the customer service sector, covering various communication platforms. The purpose of this thesis is to develop a continuous improvement plan aimed at the customer experience area within Emtelco S.A.S. The main objective is to optimize satisfaction for both corporate clients and end users. Through an initial analysis, areas of opportunity in service processes are identified, highlighting those requiring adjustments to standardized procedures. An assessment is also conducted on the staff’s ability to adapt to and follow the company’s established guidelines. Based on the findings, an action plan is created to address deficiencies and improve service quality as well as productivity in the area. The study's methodological approach includes the use of quality management tools, such as the PDCA (Plan-Do-Check-Act) cycle and the seven basic quality tools, with the aim of creating an effective and sustainable continuous improvement system over time, ensuring an increasingly positive and reliable customer experience.
Emtelco S.A.S is a company with over 25 years of experience in the field of Business Process Outsourcing (BPO) and Contact Center solutions. Its mission focuses on providing quality service to enhance the customer experience, adapting to market needs. Since its founding in 1994, Emtelco has evolved, expanding its initial offering of telecommunications services to become a benchmark in the customer service sector, covering various communication platforms. The purpose of this thesis is to develop a continuous improvement plan aimed at the customer experience area within Emtelco S.A.S. The main objective is to optimize satisfaction for both corporate clients and end users. Through an initial analysis, areas of opportunity in service processes are identified, highlighting those requiring adjustments to standardized procedures. An assessment is also conducted on the staff’s ability to adapt to and follow the company’s established guidelines. Based on the findings, an action plan is created to address deficiencies and improve service quality as well as productivity in the area. The study's methodological approach includes the use of quality management tools, such as the PDCA (Plan-Do-Check-Act) cycle and the seven basic quality tools, with the aim of creating an effective and sustainable continuous improvement system over time, ensuring an increasingly positive and reliable customer experience.
Description
Diseñar un plan de mejoramiento en el área de experiencia del cliente de Emtelco S.A.S, que garantice la satisfacción del cliente corporativo y de los usuarios finales que hacen uso de los servicios que esta compañía presta.
Keywords
Contact Center, Customer Experience, Customer Satisfaction, Continuous Improvement, Quality, Contact Center, Experiencia del Cliente, Satisfacción del cliente, Mejora continua, Calidad