Tiempo de atención teleTiempo de atención telefónica y cumplimiento de indicadores corporativos en Dafiti Colombia mediante la aplicación de teoría de colas.fónica y cumplimiento de indicadores corporativos en Dafiti Colombia mediante la aplicación de teoría de colas.

Abstract

The objective of the present study is to develop a proposal that promotes compliance with Dafiti Colombia's corporate indicators through the implementation of queueing theory for telephone waiting time, taking into account the importance of customers to the brand. Therefore, it is essential to have a clear understanding of the proposed improvements to implement strategies to enhance their waiting time. The research was conducted based on data collected from the Customer Service Center (SAC) of Dafiti Colombia, where the average waiting time of a customer was related. Once the current scenario was determined, appropriate simulations were conducted to identify the point at which improvements are necessary to meet the standards requested by Dafiti, which indicate that the waiting time should be around 30 seconds. This is achieved through the application of queueing theory and normal distributions, fulfilling the purpose of not increasing operation costs and opening the possibility of having a system capable of being efficient in all seasons, regardless of demand fluctuations.