Aplicación web para el registro, control y seguimiento del ausentismo, adherencia y rotación de los agentes en un contact center por medio de soluciones de software aplicables al contexto del modelo de negocio

Abstract

Abstract: his research presents a proposal for the identification of the absenteeism index and labor rotation, as well as its impact on compliance with contractual indicators, the level of service in a contact center, for any line of business. Variables will be used, statistical methods and the COPC standard to determine the rate of absenteeism and turnover; the Implementation of the model will allow detecting its frequency over time and its impact, facilitating its visualization and understanding for optimal decision making. Which will allow implement a portfolio of technological resources according to the need through channels digital service, to maintain the service with high availability and that the interactions that were not achieved due to lack of personnel, so that costs are optimized and it is more profitable service for the contact center and the customer.