Análisis sobre el clima laboral en el Call center “Konecta” de la ciudad de Medellín
No Thumbnail Available
Date
2022-05-28
Authors
Hernández Herrera, Juliana
Monsalve Monsalve, Leidy Marcela
Henao Gómez, Angie Melissa
Advisors
Carcamo Hernandez, 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
Las organizaciones del sector Call centers se han destacado no sólo por contribuir como
grandes ayudas a todo tipo de organizaciones permitiendo la facilidad con las comunicaciones,
sino, por sus innumerables críticas a nivel interno, provenientes de sus clientes más importantes:
sus colaboradores.
A lo largo de este trabajo se encuentran variables importantes que dejan ver los diferentes
conflictos, a nivel del clima laboral, presentes en las organizaciones relacionadas con Call center
y de manera puntual en la organización “Konecta” donde se busca evaluar, por medio de una
encuesta, el nivel del clima laboral y las percepciones de sus colaboradores frente a este.
La encuesta aplicada al Call center “Konecta” consta de diferentes factores que buscan
evaluar criterios como el bienestar laboral, el liderazgo, cumplimiento de metas, comunicación
asertiva, entre otros; teniendo como propósito indagar las causas raíz que generan dificultades en
el ambiente laboral en esta organización y proponer estrategias que influyan en el mejoramiento
de las mismas al interior de la Organización.
Según el profesor Jan-Emmanuel De Neve, (citado por Broom, 2019)
Parece que hay un margen considerable para mejorar la felicidad de los empleados
mientras están en el trabajo, ha señalado. Si bien esto es claramente de interés para los
propios trabajadores, nuestro análisis sugiere que también es de interés para sus
empleadores Se concluye que hay un alto grado de desmotivación y sentimientos negativos al interior
del equipo de trabajo generados por las relaciones laborales, los salarios, mala comunicación y
constante competencia por ello es importante iniciar un proceso que reestructure los
comportamientos al interior de la organización y así mejorar la convivencia.
Organizations in the Call center sector have stood out not only for contributing as great help to all types of organizations allowing ease of communication, but also for their innumerable criticisms internally, coming from their most important clients: their collaborators. Throughout this work, important variables are found that reveal the different conflicts, at the level of the work environment, present in the organizations related to the Call center and in a timely manner in the "Konecta" organization where it is sought to evaluate, through a survey, the level of the work environment and the perceptions of their collaborators against it. The survey applied to the "Konecta" Call center consists of different factors that seek to evaluate criteria such as work well-being, leadership, goal achievement, assertive communication, among others; with the purpose of investigating the root causes that generate difficulties in the work environment in this organization and proposing strategies that influence the improvement of the same within the Organization. According to Professor Jan-Emmanuel De Neve, (cited by Broom, 2019) There appears to be considerable scope for improving employee happiness while they're at work, he noted. While this is clearly in the interest of workers themselves, our analysis suggests that it is also in the interest of their employers. It is concluded that there is a high degree of demotivation and negative feelings within the work team generated by labor relations, wages, poor communication and constantcompetition, therefore it is important to initiate a process that restructures behaviors within the organization and thus improve coexistence.
Organizations in the Call center sector have stood out not only for contributing as great help to all types of organizations allowing ease of communication, but also for their innumerable criticisms internally, coming from their most important clients: their collaborators. Throughout this work, important variables are found that reveal the different conflicts, at the level of the work environment, present in the organizations related to the Call center and in a timely manner in the "Konecta" organization where it is sought to evaluate, through a survey, the level of the work environment and the perceptions of their collaborators against it. The survey applied to the "Konecta" Call center consists of different factors that seek to evaluate criteria such as work well-being, leadership, goal achievement, assertive communication, among others; with the purpose of investigating the root causes that generate difficulties in the work environment in this organization and proposing strategies that influence the improvement of the same within the Organization. According to Professor Jan-Emmanuel De Neve, (cited by Broom, 2019) There appears to be considerable scope for improving employee happiness while they're at work, he noted. While this is clearly in the interest of workers themselves, our analysis suggests that it is also in the interest of their employers. It is concluded that there is a high degree of demotivation and negative feelings within the work team generated by labor relations, wages, poor communication and constantcompetition, therefore it is important to initiate a process that restructures behaviors within the organization and thus improve coexistence.
Description
Analizar los factores que influyen en el clima laboral en el Call center “Konecta” de la ciudad de
Medellín
Keywords
Call center, Clima laboral, Cultura organizacional, Call center, Dissatisfaction, Organizational culture