Desarrollo de un modelo de gestión de servicio del área de Call Center Banco Pichincha mediante el método Six Sigma, para mejorar la eficiencia en el First Call Resolution

Abstract

Efficiency in service quality in First Call Resolution of Banco Pichincha, is crucial for customer satisfaction, having immersed processes undergo constant revision to establish improvements to ensure quality care and allow customers to have the required information regarding their movements and operations. At the time of development of research, serious problems related to lack of validation of data by preventing the client access to services and coverage problems generating congestion and delay, totally contrary to the objectives of the area aspects were evident. So, this research focuses on developing a management model based on the Six Sigma, aimed at establishing effective control supported in technical processes which are permitted to have relevant information to guide decision making. Its development was the result of a thorough diagnosis that allowed highlight shortcomings expected delete, strengthening based on continuous assessment of the variability in the behavior of processes so that these are in parameters established and defined as quality control