Deserción laboral y la alta rotación de personal en la empresa IGT SOLUTIONS, para la cuenta JetBlue site Medellín
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Date
2023-05
Authors
Ocampo Castañeda, Francy Yuleima
Rodríguez Tamayo, Edison David
González Gallego, Maribel
Advisors
Zapata Gómez, Ligia Liliana
Editors
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Publisher
Corporación Universitaria Minuto de Dios
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Abstract
La siguiente investigación está relacionada a alta rotación de personal dentro de las compañías del sector Business Process Outsourcing BPO (sector de tercerización de procesos de negocios), específicamente en la empresa IGT Solutions Colombia con su cliente corporativo JetBlue de la ciudad de Medellín; dicha investigación, busca analizar de forma detallada los problemas constantes que enfrenta la compañía bilingüe con su cliente corporativo como consecuencia de la alta rotación del personal que ha venido presentando durante los últimos 6 meses, esta rotación, trae consigo afectaciones directas e indirectas como lo son los altos costos de contratación, los reprocesos que se generan en el entrenamiento, adaptación y en la fase de operaciones de la cuenta. A su vez, esto conlleva a la implementación de nuevas tecnologías y a la innovación continua como estrategia de retención de clientes corporativos.
La metodología utilizada para tales fines fue mixta de orden no experimental ya que se busca interpretar bases de datos y encuestas, teniendo en cuenta lo anterior, se ejecutaron 250 retiros durante el periodo investigado; por ende, a través de una calculadora probabilística se sacó la muestra a encuestar arrojando como resultado a 54 agentes como muestra poblacional; sin embargo, las encuestas fueron respondidas por 72 agentes retirados de la cuenta Jetblue de la ciudad de Medellín obteniendo mayor insumo para tabular los resultados; su alcance es descriptivo partiendo del argumento de analizar variables internas que pueden alterar los procesos del personal dentro de la empresa.
The following research is related to high staff turnover within companies in the Business Process Outsourcing BPO sector (business process outsourcing sector), specifically in the company IGT Solutions Colombia with its corporate client JetBlue in the city of Medellin; This research seeks to analyze in detail the constant problems faced by the bilingual company with its corporate client as a result of the high staff turnover that has been occurring during the last 6 months, this rotation brings direct and indirect effects such as high recruitment costs, reprocesses that are generated in training, adaptation and in the operations phase of the account. In turn, this leads to the implementation of new technologies and continuous innovation as a corporate customer retention strategy. The methodology used for such purposes was mixed of non-experimental order since it seeks to interpret surveys, databases, costs and other information applied to the 250 active and retired agents of the Jetblue account in the city of Medellín, its scope is descriptive based on the argument of analyzing internal variables that may alter the personnel processes within the company.
The following research is related to high staff turnover within companies in the Business Process Outsourcing BPO sector (business process outsourcing sector), specifically in the company IGT Solutions Colombia with its corporate client JetBlue in the city of Medellin; This research seeks to analyze in detail the constant problems faced by the bilingual company with its corporate client as a result of the high staff turnover that has been occurring during the last 6 months, this rotation brings direct and indirect effects such as high recruitment costs, reprocesses that are generated in training, adaptation and in the operations phase of the account. In turn, this leads to the implementation of new technologies and continuous innovation as a corporate customer retention strategy. The methodology used for such purposes was mixed of non-experimental order since it seeks to interpret surveys, databases, costs and other information applied to the 250 active and retired agents of the Jetblue account in the city of Medellín, its scope is descriptive based on the argument of analyzing internal variables that may alter the personnel processes within the company.
Description
Keywords
Rotación del personal, call center, costos, clima laboral, Motivación, Aerolínea JetBlue, BPO, Staff turnover, call center, costs, workenvironment, Motivation, JetBlue Airline, BPO