FPS Care Evolution: Plan de Mejora Integral para el Área de Atención al Cliente Internacional de Full Potential Solutions: Estrategias de Fidelización de Talento y Optimización del Servicio

Abstract

This report is structured in four interconnected chapters, the purpose of which is to provide the reader with a comprehensive overview of the current conditions of the international customer service area at FPS, the problems arising from staff turnover, and the proposed strategies to improve the work environment and service quality. The first chapter analyzes the structure and dynamics of the Customer Care area, identifying how working conditions affect the customer experience. The second chapter presents an in-depth diagnosis of the problem, its causes, and effects on key indicators. The third chapter proposes tangible solutions through an incentive plan, and the fourth chapter presents the conclusions and expected benefits, supported by quantitative data (KPIs) that demonstrate the viability and relevance of the proposal.