Propuesta de sistema de selección de personal para el Contact center del Banco del Pacifico
Fecha
2016
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Actualmente, en el sector financiero los productos y servicios son homogéneos, por lo tanto, es imprescindible contar con elementos diferenciadores, entre los que destaca la calidad de atención al cliente. El Banco del Pacífico, mediante su Contact Center procura mantener la más alta calidad de atención, pero hay un factor recurrente que amenaza ese objetivo: la tasa de deserción del personal nuevo, especialmente durante los primeros tres meses de gestión. La presente investigación tiene como objetivo proponer un proceso de selección que conlleve a una disminución de la alta tasa de deserción que actualmente se presenta. La metodología utilizada comprende el estudio de fuentes teóricas, referentes empíricos, encuestas realizadas al personal del Contact Center y entrevistas a directivos del Banco. Con todos los datos recopilados y analizados se pudo corroborar el impacto que tiene la tasa de deserción en los indicadores de desempeño global, en el nivel de satisfacción del cliente respecto del servicio recibido y en el uso eficiente de recursos. Así mismo, se estableció la importancia de un adecuado reclutamiento y selección que permitan contar con el personal idóneo para las funciones requeridas. Finalmente, se planteó un proceso de selección por competencias que incluye herramientas tales como el role play y la entrevista de incidentes críticos, las cuales permitirán identificar los perfiles correctos para el cargo, evitando escoger personas que se sientan abrumadas o fuera de lugar y que, por el contrario, se mantengan en la operación durante un mayor tiempo, disminuyendo de esta manera la deserción.
Actually, in the financial sector products and services are homogeneous; therefore, it is essential to have differentiators, including the quality of the customer service. Banco del Pacífico through its Contact Center strives to maintain the highest quality of the service, but there is a recurring factor that threatens this goal: the dropout rate of new staff, especially during the first three months in the new position. This research aims to propose a selection process that may lead to a decrease in the high dropout rate currently presented. The methodology involves the study of theoretical sources, empirical referents, Contact Center staff surveys and interviews with the executives of the Bank. With all collected and analyzed data, could be corroborated the impact of the dropout rate in the key performance indicators, customer satisfaction and the efficient use of resources. Likewise, the importance of proper recruitment and selection that allow to have qualified personnel for the required functions was established. Finally, a selection process was raised including tools such as role play and critical incident interview, which will identify the correct employee profiles, avoiding choose people who feel overwhelmed or out of place and, on the contrary, they remain in the job for longer, thereby reducing attrition.
Actually, in the financial sector products and services are homogeneous; therefore, it is essential to have differentiators, including the quality of the customer service. Banco del Pacífico through its Contact Center strives to maintain the highest quality of the service, but there is a recurring factor that threatens this goal: the dropout rate of new staff, especially during the first three months in the new position. This research aims to propose a selection process that may lead to a decrease in the high dropout rate currently presented. The methodology involves the study of theoretical sources, empirical referents, Contact Center staff surveys and interviews with the executives of the Bank. With all collected and analyzed data, could be corroborated the impact of the dropout rate in the key performance indicators, customer satisfaction and the efficient use of resources. Likewise, the importance of proper recruitment and selection that allow to have qualified personnel for the required functions was established. Finally, a selection process was raised including tools such as role play and critical incident interview, which will identify the correct employee profiles, avoiding choose people who feel overwhelmed or out of place and, on the contrary, they remain in the job for longer, thereby reducing attrition.
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Palabras clave
SELECCIÓN, DESERCIÓN, ROTACIÓN, CONTACT CENTER