Indicadores de desempeño para agentes de un contact center

Abstract

The purpose of this study is to provide a proposal to measure the performance indicators of the agents of a contact center, which allows to achieve business objectives and achieve customer satisfaction.

Technology-based BPO businesses are provided by contact centers with services that range from simple phone calls, to marketing, sales, technical support and even remote diagnostics.

In the contact centers linked to the BPO sector (Offshoring in Business Processes), countless data on the activities of different processes can be collected; however, they must be analyzed, classified, related to others inherent in the process and ordered, so that they become relevant information.