Consulting report – servicios call center del Perú s.a. improvement of the management model of the Oncosalud platform
Servicios Call Center del Perú’s major external market client, Oncosalud, accounts for up to nine percent of the company’s total revenues and is thus a strategic partner. This consultancy project focuses on generating an effective and sustainable solution to the decrease in the sales per hour and...
| Autor Principal: | Montesinos Cuadros, Daniela Valeria |
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| Formato: | info:eu-repo/semantics/masterThesis |
| Idioma: | Inglés |
| Publicado: |
Pontificia Universidad Católica del Perú
2018
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| Materias: | |
| Acceso en línea: |
http://repositorio.pucp.edu.pe/index/handle/123456789/134767 |
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| Sumario: |
Servicios Call Center del Perú’s major external market client, Oncosalud, accounts for
up to nine percent of the company’s total revenues and is thus a strategic partner. This
consultancy project focuses on generating an effective and sustainable solution to the
decrease in the sales per hour and lead conversion rates of the outbound cancer insurance
sales services Oncosalud hires from SCC. After a thorough assessment, it was noted that an
overall inefficient platform management led to the poor performance in the last few months.
The proposed solutions have been classified in two components: People and
Procedures. The People component refers to attaining the most suitable environment for the
right people involved in the sale process and also, to create a team-based and teamwork
structure in the platform. On the other hand, Procedures, addresses the way platform
members interact and professionally support with each other. Extensive specialized literature
provides evidence, authenticates, and supports the specific conditions in which these sorts of
the proposed solution and derived activities must occur. For this reason, the consultancy team
has developed in-depth guidelines and specifications on the most appropriate methods to
implement and augment the effectiveness of the expected outcomes that this report entails.
Through the implementation of the solution developed in this consultancy project, the
financial results of the platform would increase considerably. At the same time, under this
model framework, the sales number will stabilize and provide a positive balance in the
platform financial reports. Moreover, the people management system proposed allows
revenues and cost reduction improvements in the short-term and will help to create a superior
working and service providing environment that will be of help to the company’s financial
performance in the Oncosalud platform as well as in other inbound or outbound platforms. |
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