Evaluación de la calidad de los procesos de atención y servicio al cliente en el Área del Contact Center de la Empresa Plasticaucho Industrial S.A.

Abstract

The objective was to determine the dimensions of quality that it needs to be improved and thus be able to apply the necessary corrective measures to improve customer service both internally and externally. Plasticaucho has been a market for several years in the Ecuadorian, led the national market, its contact center it has become important direct contact with customers, serving an average of 350 daily calls. The design of the research is quasi-experimental, because it does not have a control criterion, it is executed in explicit periods, first before the application of the proposal and contrasts with the effects of its application. The modal qualitative to analyze the quality of service with qualitative and quantitative parameters, to analyze quantitative aspects in relation to the number of calls to the contact center, application of the simple and servqual scale application through which the need to improve the quality of service was identified in the dimensions of “Reliability” in all its components and the Response Capacity in its component “Rapid collaborators”, in relation to the internal clients 65,52% are satisfied with their job, to improve these paramenters it was designed and applied a manual of functions and customer service and through statiscal tests it was possible to identify that a significant impact on quality. So it is concluded that it is necessary constant evaluation and implementation of strategies the feedback it is recommended that the manual of functions and customer service be constantly updated, especially when creating new jobs and in induction processes.