Análisis organizacional y prospectivo de la empresa Call Center De Konecta en el Valle de Aburra
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Date
2022-11-20
Authors
Patiño Castaño, Maria Alejandra
Restrepo Llanos, Malorin Daniela
Arismendi, Sandra Milena
Advisors
Cueto Fuentes, Eduardo Nicolás
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
En la investigación denominada Análisis Organizacional y Prospectivo De La Empresa Call Center
De Konecta En El Valle De Aburra el problema abordado fue como la alta rotación de personal logra
influir en la calidad del servicio prestado de las BPO, por lo tanto, el objetivo general que le da respuesta
a la investigación es Analizar el escenario organizacional y prospectivo de la empresa call center Konecta
del Valle de Aburra, así mismo se utilizó un enfoque de tipo mixto y diseño no experimental donde se
encontró que los resultados obtenidos por las encuesta fue que la desmotivación de los colaboradores
en un Call Center está afectada por el ambiente laboral, donde se puede afirmar que son los principales
motivos para que se dé la rotación del personal, pero queda demostrado que la rotación se manifiesta
de manera diferente dependiendo de la edad y el nivel de escolaridad que tiene el colaborador, las
personas más jóvenes son las que fluctúan más en la empresa, en el caso de la motivación laboral y las
personas de mayor edad son las más estables en la compañía.
In the investigation called Organizational and Prospective Analysis of the Konecta Call Center Company in El Valle De Aburra, the problem addressed was how the high turnover of personnel manages to influence the quality of the service provided by the BPOs, therefore, the general objective that gives an answer to the research is to analyze the organizational and prospective scenario of the call center company Konecta del Valle de Aburra, likewise a mixed type approach and non-experimental design was used where it was found that the results obtained by the survey were that the Demotivation of collaborators in a Call Center is affected by the work environment, where it can be affirmed that they are the main reasons for staff turnover to occur, but it is demonstrated that turnover manifests itself differently depending on age and job. level of education that the collaborator has, the youngest people are the ones that fluctuate the most in the company, in the case of motivation employment and older people are the most stable in the company.
In the investigation called Organizational and Prospective Analysis of the Konecta Call Center Company in El Valle De Aburra, the problem addressed was how the high turnover of personnel manages to influence the quality of the service provided by the BPOs, therefore, the general objective that gives an answer to the research is to analyze the organizational and prospective scenario of the call center company Konecta del Valle de Aburra, likewise a mixed type approach and non-experimental design was used where it was found that the results obtained by the survey were that the Demotivation of collaborators in a Call Center is affected by the work environment, where it can be affirmed that they are the main reasons for staff turnover to occur, but it is demonstrated that turnover manifests itself differently depending on age and job. level of education that the collaborator has, the youngest people are the ones that fluctuate the most in the company, in the case of motivation employment and older people are the most stable in the company.
Description
Analizar el escenario organizacional y prospectivo de la empresa call center Konecta del
Valle de Aburra.
Keywords
Innovación, Mejora continua, Retroalimentación, Innovation, Continuous improvement, Feedback