Propuesta para la mejora en procesos de servicio al cliente en la empresa ATENTO S.A direccionado a la campaña BBVA USA con base en metodologías lean service y modelos cuantitativos de investigación de operaciones

Abstract

In this degree project, a quantitative analysis is carried out derived from the information provided by the company ATENTO SA outsourcing dedicated to the outsourcing of processes, which is directed to the BBVA USA client, who are responsible for providing customer service related to all processes Loan derivatives, in which are measured, relevant indicators such as adherence, average call time and ancillary times. Through the POM QM simulator, a tool that contains quantitative methods for the elaboration of diagnoses, one can identify through a queue theory model, the existing problems in the availability of advisors, which is not achieved by all calls, on the other In addition, other indicators are observed such as the time in the call that is not in the expected average 6 min, either due to excess or deficit of information. To do this, make a proposal focused on the training improvement of training, which guarantees the accompaniment through the Kirkpatrick model, with which you can reach the average of the desired call, which guarantees a good experience for the client, solving satisfactorily your restlessness , it should be noted that the volume of calls is high for the number of advisors that you have and for this reason a change of shifts is offered for the rest of the volume of calls that are presented in the specific hours and in this way the one that has the advisors requirements to have a balanced operation, with that it is expected that all the personal sea is efficient and also that its adherence is proportional.