Desarrollo de un modelo de procesos para HeadCount y seguimiento por medio de KPI’s para la industria BPO en línea services desk

Abstract

The HeadCount is an indicator that represents an organization's headcount statistics, in order to determine a control over the workers and to follow up the salary remunerations of the personnel. It will be found that this tool can be used in companies that require the outsourcing of processes. The implementation of this tool will allow us to be able to have an efficiency in the processes of the organization decreasing the personnel rotation. to implement it in a correct way it is necessary to take into account the interest groups, therefore, the managers can achieve their main objective taking adequate decisions.