Diseño e implementación de una prueba de concepto para centros de atención de llamadas in bound en oficinas centralizada y remota tomando como punto de partida la teoría de colas

Abstract

"The current market needs permanent communication between companies and customers to manage sales, product information, communicate their doubts, concerns or suggestions, qualify a service, among others. Companies have made this need their business model, implementing call centers specialized in customer service Under this market idea, the national government, through the Ministry of Information Technology and the Ministry of Labor, implemented the strategy of teleworking in call centers, so that companies in this union adopt it as an opportunity for growth and offer employment to the Colombian population in general, mainly low-income families, mothers who are heads of households, the disabled population, and remote youth sectors.However, it has not yet been adopted by many , because companies still have doubts regarding the viability of the project.For this reason, in this monograph a business internship degree project was developed, focused on carrying out a descriptive study in which the basic concepts of these concepts are investigated. call reception centers, such as technical behavior, the different teams involved, modeling systems, installation costs and the possible participation of the population with functional diversity in these centers."