Diseño de un contact center de atención telefónica y digital para las organizaciones bajo el control de la Superintendencia de Economía Popular y Solidaria, que fomenten su desarrollo en la ciudad de Quito
In this paper work is contained an analysis of the design for a “contact center” in “Superintendencia de Economía Popular y Solidaria (SEPS)”, an organism that is in charge of the control and supervision of the popular and supportive economic sector in Ecuador. This analysis starts in chapter one w...
| Autor Principal: | Enríquez Paredes, Geovanni Xavier |
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| Otros Autores: | Guerrero Bohórquez, Hugo Alexis |
| Formato: | bachelorThesis |
| Idioma: | spa |
| Publicado: |
2015
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| Materias: | |
| Acceso en línea: |
http://dspace.ups.edu.ec/handle/123456789/9459 |
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| Sumario: |
In this paper work is contained an analysis of the design for a “contact center” in “Superintendencia de Economía Popular y Solidaria (SEPS)”, an organism that is in charge of the control and supervision of the popular and supportive economic sector in Ecuador.
This analysis starts in chapter one with the identification of the problem, the same that give us the background for implementation of a contact center in SEPS, as well as a description and a short historical review of the popular and supportive economic sector in Ecuador
The second chapter shows the methodology of the applied investigation, the determination of the market and the sample size, which let infer through a poll, the feasibility of implementation of the contact center and the needs that have the servers of the services given by the SEPS.
The third chapter shows through the application of the mathematical functions model from erlang for Microsoft Excel, the optimal proposal for the structure of the contact center, among which are, the optimal number of contact center agents, the ability of call attention, inter alia.
The fourth chapter describes the financial survey of the project, showing the budget allocations and outlays of money that will have taken part for the implementation of the project.
Finally, the fifth chapter establishes the proposal advertising of the contact center, capacitating courses for the people in base of the needs that the poll shows and a simulation of the operating capacity in different cases, all of these with the finality to show the best option for the implementation of the contact center. |
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