Factores de renuncia y estrategias de retención de agentes para Intelcia en la campaña de Santander

Abstract

This paper addresses the issue of employee turnover in contact centers, with a special emphasis on Intelcia's headquarters on Calle 100 in Bogotá, in the Santander Spain campaign. The turnover of agents in their first months of employment represents a significant challenge for the company, as it generates costs in recruitment and training and affects the quality of the service offered. The main objective is to identify the causes that lead agents to resign and, based on this, propose effective strategies to improve staff retention. To achieve this, theories of motivation and human capital are reviewed, along with studies on commitment and job burnout, which provide a comprehensive understanding of the factors that influence job retention or turnover. The research will be conducted using a descriptive and explanatory qualitative approach, using surveys and interviews with new and long-standing agents. This methodology seeks to capture the direct perceptions of workers and compare their experiences to identify common patterns. It is hoped that the results of the study will enable the design of strategies that contribute to job stability at Intelcia, optimizing resources, strengthening the organizational climate, and improving performance in the Santander Spain campaign. The findings may also serve as a reference for other companies in the contact center sector facing similar challenges.