Browsing by Author "Mateus Bayona, Daniel Felipe"

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Internacionalización de los contact center en Colombia a través de los mecanismos de inversión extranjera directa.
Cortazar De La Cruz, Juan David; Martinez Bocanegra, Ivan Santiago; Mateus Bayona, Daniel Felipe; Peña, Fredy
Contact Centers have become a fundamental ally to the different organizations worldwide that want to specialize in the core of their business and reduce costs by outsourcing those processes that, although they are innate to their corporate purpose, are not part of their reason for being so by devoting resources to the realization of these tasks generates that capital was diverted that could perfectly be used to enhance the product or service of the organization. Contact Centers in Colombia are a considerable source of employment and generate significant contributions to the GDP of the country, however many of these are in training phases or have simply been relegated to not have the financial or operational capacity to compete with large companies. Outsourcing such as Atento, Konecta, Teleperformance, etc., which thanks to their position worldwide do not spend resources fighting for small local buyers, but instead, most of their strategies are oriented towards multinationals that outsource processes. That is why the Colombian Contact Centers must develop new strategies that can generate such an impact that they will be able to compete with large corporations in the medium or long term.