Análisis y uso de softwares para la innovación de aplicativos y gestión de llamadas en la Empresa Dexcall.
Fecha
2019-10-17
Autores
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería en Teleinformática.
Resumen
El presente trabajo de titulación ha sido realizado en la empresa Dexcall Contact Center en la cual se pudo evidenciar algo de insatisfacción por parte de los asesores respecto a problemas que presenta el software con el que gestionan sus servicios como loes el cierre intempestivo de llamadas. El mercado de los contact center en el Ecuador es un sector que no está bien definido y en la que los oferentes son pocos, dentro del mercado oferente se puede evidenciar un reducido sector de empresas que se encuentran encargadas de brindar este servicio; los centrosde atención de llamadas han ido creciendo durante los últimos años a un buen ritmo anualmentey está fuertemente implantado en sectores como el financiero, turísticoy empresas de servicios y suministros. Para desarrollar la metodología de esta investigación se hizo uso de un enfoque mixto el mismo que utilizó como herramientas la observación y la encuesta con las cuales se evidenciaron los problemas antes mencionados y la necesidad de más capacitación con lo que es preciso implementar mejoras. Por último, se presenta un plan de mejoras con un detalle de las áreas, objetivos y tiempos en los que se deberían efectuar para mejorar el servicio ofrecido.
The present titling work has been carried out at Dexcall Contact Center company in which it was possible to show some dissatisfaction on the part of the advisors regarding problems presented by the software with which they manage their services such as theuntimely call closure. The contact center market in Ecuador is a sector that is not well defined and in which the providersare few, within the offering market a small sector of companies that are responsible for providing this service can be evidenced;the centers of attention of callshave been growing during the last years at a good rate annually and it is strongly implanted in sectors such as the financial, touristicand services and supply companies. To develop the methodology of this research, a mixedapproach was used, thatemployed as tools the observation and the survey with which the aforementioned problems and the need for more trainingwere evidenced,therefore it is required to implement improvements. Finally, an improvement plan is presented with a detail of the areas, objectives and timingin which they should be carried out to enhancethe offeredservice.
The present titling work has been carried out at Dexcall Contact Center company in which it was possible to show some dissatisfaction on the part of the advisors regarding problems presented by the software with which they manage their services such as theuntimely call closure. The contact center market in Ecuador is a sector that is not well defined and in which the providersare few, within the offering market a small sector of companies that are responsible for providing this service can be evidenced;the centers of attention of callshave been growing during the last years at a good rate annually and it is strongly implanted in sectors such as the financial, touristicand services and supply companies. To develop the methodology of this research, a mixedapproach was used, thatemployed as tools the observation and the survey with which the aforementioned problems and the need for more trainingwere evidenced,therefore it is required to implement improvements. Finally, an improvement plan is presented with a detail of the areas, objectives and timingin which they should be carried out to enhancethe offeredservice.
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Palabras clave
REDES INTELIGENTES, GESTIÓN DE LLAMADAS, ACCESO CMS, AVAYA