Análisis de gestión personal - cultural y organizacional Webhelp
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Date
2023-05-29
Authors
Vélez Penagos, Girleza
Pérez Mejía, Natalia Astrid
Advisors
Cárcamo Hernández, Catalina
Editors
Journal Title
Journal ISSN
Volume Title
Publisher
Corporación Universitaria Minuto de Dios
Type
Thesis
Rights
Open Access
Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)
Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)
Abstract
El presente trabajo se realiza en la empresa multinacional Webhelp referente de la industria Business Process Outsourcing (BPO), líder mundial en experiencia del servicio al cliente en más de 80 idiomas como proveedor de diferentes industrias, en las que destacan servicio y soluciones financieros, de salud y seguros; comercio electrónico; telecomunicaciones; medios de comunicación; videojuegos, y la industria automotriz, ubicada en Niquia en el municipio de Bello, esta empresa se ha venido direccionando y posicionando en 50 países con 200 sedes y líder nivel mundial. Después de una investigación donde se utilizan métodos cuantitativos como lo son las encuestas, se comprobó el enfoque administrativo del porqué las organizaciones call center o empresas BPO han tenido un gran auge en la actualidad debido a la necesidad descentralización de la organización y control del contacto y servicios competentes en la operación que al ser una empresa de servicios de contact center a diferencia de otras empresas prestadoras de estos servicios es más estable en el mercado y sus índices de permanencia y rotación laboral presentan mayor atracción de talento y constancia en esta.
The present work is carried out in the multinational company Web help tap Webhelp, a benchmark in the Business Process Outsourcing (BPO) industry, a world leader in customer service experience in more than 80 languages as a provider of different industries, in which service and solutions stand out. financial, health and insurance; electronic commerce; telecommunications; media; videogames, and the automotive industry, located in Niquia in the municipality of Bello, this company has been addressing and positioning itself in 50 countries with 200 offices and a world leader. After an investigation where quantitative methods such as surveys are used, the administrative approach was verified as to why call center organizations or BPO companies have had a great boom today due to the need for decentralization of the organization and contact control and Competent services in the operation that, being a contact center services company, unlike other companies that provide these services, is more stable in the market and its rates of permanence and job rotation present a greater attraction of talent and perseverance in it.
The present work is carried out in the multinational company Web help tap Webhelp, a benchmark in the Business Process Outsourcing (BPO) industry, a world leader in customer service experience in more than 80 languages as a provider of different industries, in which service and solutions stand out. financial, health and insurance; electronic commerce; telecommunications; media; videogames, and the automotive industry, located in Niquia in the municipality of Bello, this company has been addressing and positioning itself in 50 countries with 200 offices and a world leader. After an investigation where quantitative methods such as surveys are used, the administrative approach was verified as to why call center organizations or BPO companies have had a great boom today due to the need for decentralization of the organization and contact control and Competent services in the operation that, being a contact center services company, unlike other companies that provide these services, is more stable in the market and its rates of permanence and job rotation present a greater attraction of talent and perseverance in it.
Description
Analizar la efectividad de la gestión de personal de la empresa Webhelp Colombia sede Parque Fabricato ubicada en la ciudad de Medellín al tener un bajo índice de rotación de personal.
Keywords
Administración de empresas, Recursos humanos, Cultura organizacional, Direccionamiento, Empresa, Rotación laboral, Estabilidad, Servicios, Enfoque, Administrativo, Organización, Mercado, Control, Operación, Permanencia, Direction, Company, Job rotation