Diseño de propuesta de reducción de llamadas transferidas para la operación de Colombia, en el Call Center Telecenter Panamericana a partir de la metodología Dmaic

Abstract

The degree work "Design proposal of reduction of transferred calls for the operation of Colombia in the call center Telecenter Panamericana" from the DMAIC methodology (acronym of Define, Measure, Analyze, Improve and Control) proposes an improvement plan oriented in reducing the calls transferred in the call center. It is located in three locations served by Telecenter Panamericana (Cali/Bogotá) and its Konecta outsourcing (Medellín). This project covers from the needs of the client (Business and operation) to the identification of causes by means of quality tools, reaching the improvement proposal. It supports its approaches in statistical techniques that allow facilitating the analysis of opportunity at the level of variation of the process or dispersion