Análisis del uso de las redes sociales como estrategia publicitaria en empresas del sector Pyme en la ciudad de Guayaquil análisis del uso de las herramientas tecnológicas y su incidencia en la productividad de los asesores BackOffice del Call center “XYZ” en Guayaquil
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Fecha
2018
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
En el análisis realizado al Call Center “XYZ” en la ciudad de Guayaquil se observó falencias de conocimiento y falta de herramientas tecnológicas en el área de BackOffice al momento de realizar las tareas para poderle brindar un excelente servicio con eficiencia al usuario final. El objetivo del proyecto es que el personal tenga el conocimiento necesario para poder realizar cada una de las tareas de forma diaria, minimizando el número de errores y generando en menor cantidad de tiempos mayor número de transacciones para lograr el objetivo del área. A través de un estudio de campo se pudo comprobar que el personal del área de estudiada no tiene claramente el proceso de las tareas que tenía que seguir, adicional que no tienen habilidades de agilidad en los programas utilizados en el área, programas tecnológicos existentes en la empresa pero que no se utilizaban a causa del desconocimiento de los mismos. De igual forma se registraron las entrevistas realizada a los supervisores de BackOffice, así como encuestas al personal del área, por ello la propuesta de brindar una capacitación detallada con los temas propuestos para unificar información en el área y mejorar la productividad optimizando los recursos de la empresa.
In the analysis carried out at the Call Center "XYZ" in the city of Guayaquil, there were shortcomings in technical knowledge and lack of technological tools in the BackOffice area at the time of performing the tasks in order to provide an excellent service with efficiency to the end user. The objective of the project is that the personnel have the necessary knowledge to be able to perform each of the tasks on a daily basis, minimize the number of errors and generate in a shorter amount of time the number of transactions to achieve the objective of the area. Through a field study it was possible to verify that the personnel of the research area did not clearly have the process of the tasks that had to be followed, additional that does not have skills of the skill in the programs used in the area, existing technological programs in the company but did not use because of ignorance of them. Likewise, the interviews conducted with the BackOffice supervisors were recorded, as well as surveys of the personnel of the area, for which the proposal to provide detailed training with the proposed topics to unify information in the area and improve productivity by optimizing the resources of the company.
In the analysis carried out at the Call Center "XYZ" in the city of Guayaquil, there were shortcomings in technical knowledge and lack of technological tools in the BackOffice area at the time of performing the tasks in order to provide an excellent service with efficiency to the end user. The objective of the project is that the personnel have the necessary knowledge to be able to perform each of the tasks on a daily basis, minimize the number of errors and generate in a shorter amount of time the number of transactions to achieve the objective of the area. Through a field study it was possible to verify that the personnel of the research area did not clearly have the process of the tasks that had to be followed, additional that does not have skills of the skill in the programs used in the area, existing technological programs in the company but did not use because of ignorance of them. Likewise, the interviews conducted with the BackOffice supervisors were recorded, as well as surveys of the personnel of the area, for which the proposal to provide detailed training with the proposed topics to unify information in the area and improve productivity by optimizing the resources of the company.
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BACKOFFICE, PRODUCTIVIDAD, PROCESOS, RENTABILIDAD