Diseño de un modelo de medición del clima organizacional en la campaña T-Mobile de Sutherland en el año 2026

Abstract

This research addresses the problem of high employee turnover and its direct relationship with the organizational climate in the T-Mobile customer service campaign at Sutherland. The general objective was to design an organizational climate measurement model contextualized to the operational dynamics of this specific work environment. Methodologically, the study was developed under a quantitative descriptive approach, using a population of 715 employees and collecting information through structured digital surveys with a Likert scale. The most important results revealed a positive perception of teamwork and sense of belonging, but highlighted critical issues regarding recognition, fairness in rewards, and workload. It is understood that a contextualized measurement model makes it possible to identify specific problems (such as emotional stress and pressure from performance metrics) that generic tools overlook, serving as a fundamental basis for strengthening human talent retention and organizational sustainability in the call center sector.