Estrategias para la mejora del proceso de atención al cliente en Logyca/Asociación

Abstract

This project aims to solve the main problems in the area of customer service, because there are multiple factors that cause the operational processes involved in this team do not give the expected result. Different strategies are proposed to solve this situation and optimize the results. The proposal is based on addressing 5 essential factors that prevent providing good customer service and that to be counteracted will be aimed at an efficient result, these factors correspond to: Technical failures in the IP telephone platform, multiple requirements of the Logyca Colabora platform, expired cases, customer satisfaction surveys with a low response rate and sending mass and special communications. Each variable was identified in the company of the members of the operative area, since they are directly involved in the process due to the role they play on a daily basis, so they are able to easily evidence the faults present in their activities. Once the negative variables are identified and analyzed, the strategies are proposed considering the opinions and suggestions of the leaders of customer service, operations and systems, in order to effectively address current problems. By solving these variables the client has a better experience with the service provided by the company.