Proposal to improve the quality of service of a call center through the application of the DMAIC methodology

Bejarano A.; Aragón L. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2022) · DOI: 10.18687/laccei2022.1.1.628

Resumen

In this study, we analyze the performance of a call center under scenarios of increments in demand. We propose changes to critical processes using quality concepts and the DMAIC methodology to increase the quality of customer service.

Instituciones: Pontificia Universidad Católica del Perú