Plan de capacitación para mejorar el servicio de ventas del Contact Center de la Corporación Nacional de Telecomunicaciones Empresa Pública. CNT EP de la ciudad de Guayaquil en el año 2016
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Fecha
2016-01-26
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Universidad de Guayaquil. Facultad de Comunicación Social. Carrera de Publicidad y Mercadotecnia.
Resumen
La Corporación Nacional de Telecomunicaciones, es una empresa
pública, que se dedica a dar soluciones integrales de telecomunicación,
actualmente se encuentra en el puesto #9 de las 500 mejores empresas del
país, siendo una empresa que tiene cobertura nacional, tiene varios canales de
atención al cliente, entre ellos el Contact Center de CNT EP, el cual tiene la
necesidad de incrementar sus ventas y mejorar su participación dentro de la
empresa, este proyecto se realizó con esta finalidad, utilizando una estrategia
de capacitación para el personal del área de ventas, como la herramienta
principal, para de esta forma contribuir en el incremento de las ventas y por
ende de la participación del canal de ventas dentro de la empresa. Una vez ya
realizada la investigación de mercado y sacando las conclusiones sobre la
misma, se elaboró un Plan de Capacitación acorde a las necesidades de
información que se detectó, tenían los asesores del área de ventas del Contact
Center, esta información se la obtuvo de las encuestas realizadas a los clientes
de la CNT EP. En el Plan de Capacitación se encuentran subdividida en 3
capacitaciones, la primera es relacionada a el Servicio y Atención al Cliente, la
segunda es relacionada a términos técnicos empleados en la venta de servicios
y procesos y en la tercera se hablara de los parámetros de calidad que serán
evaluados en cada asesor, para de esta forma comenzar un proceso de cambio
en la cultura de trabajo del Contact center de la CNT EP.
The “Corporation Nacional de Telecomunicaciones”, is a public company dedicated to providing comprehensive telecommunications solutions, it is currently at # 9 of the 500 best companies in the country, being a company with national coverage, has several service channels customer, including Contact Center of CNT EP, which is the need to increase sales and improve their participation within the company, this project was carried out for this purpose, using a training strategy for staff on the sales area as the main tool, thus contributing to the increase in sales and therefore the participation of sales channel within the company. Once already done the market research and drawing conclusions thereon, a training plan was developed according to the needs of information that was detected, were advisers on the sales area of the Contact Center, this is the information obtained from the surveys customers of the CNT EP. In the Training Plan are divided in 3 training, the first is related to the Customer Service and the second is related to technical terms used in the sale of services and processes and the third is to speak of the quality parameters which they will be evaluated in each advisor, to thereby begin a process of change in the work culture of the Contact center of the CNT EP
The “Corporation Nacional de Telecomunicaciones”, is a public company dedicated to providing comprehensive telecommunications solutions, it is currently at # 9 of the 500 best companies in the country, being a company with national coverage, has several service channels customer, including Contact Center of CNT EP, which is the need to increase sales and improve their participation within the company, this project was carried out for this purpose, using a training strategy for staff on the sales area as the main tool, thus contributing to the increase in sales and therefore the participation of sales channel within the company. Once already done the market research and drawing conclusions thereon, a training plan was developed according to the needs of information that was detected, were advisers on the sales area of the Contact Center, this is the information obtained from the surveys customers of the CNT EP. In the Training Plan are divided in 3 training, the first is related to the Customer Service and the second is related to technical terms used in the sale of services and processes and the third is to speak of the quality parameters which they will be evaluated in each advisor, to thereby begin a process of change in the work culture of the Contact center of the CNT EP
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Palabras clave
PLAN DE CAPACITACION, SERVICIO