Plan de Capacitación Anual para un Call Center de la Ciudad de Buenos Aires en 2023
Fecha
2023-06-04
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Universidad Nacional Arturo Jauretche. Instituto de Ciencias Sociales y Administración
Resumen
El presente trabajo final propone un plan de capacitación para los operadores de un call center de CABA especializado en cobranzas, empleados pertenecientes a la organización y a colaboradores integrantes del “Programa de Inserción Laboral” (primer empleo). El enfoque utilizado será por medio del abordaje mixto con el principal enfoque cualitativo y cuantitativo de manera secundaria, dado que nos basaremos principalmente en la recolección de información sin utilizar demasiado los datos numéricos. Se conocerá mediante distintos autores la definición de “capacitación”, que encuadra el significado y podremos desarrollarlo aplicándolo a un plan de capacitación para empleados que pertenecen a la organización y también a quienes se incorporan por primera vez a su primera experiencia profesional.
La recolección de datos se hará mediante una entrevista de estructura semi-estructurada con el fin de no solo poder conocer la organización de manera superficial sino también en profundidad y con otros aspectos más precisos de la empresa, como las experiencias de los participantes de las encuestas.
The present final work proposes a training plan for the operators of a call center in CABA specialized in collections, employees belonging to the organization and collaborators who are members of the "Labor Insertion Program" (first job). The approach used will be through the mixed approach with the main qualitative and quantitative approach in a secondary way, since we will be based mainly on the collection of information without using too much numerical data. The definition of "training" will be known through different authors, which frames the meaning and we can develop it by applying it to a training plan for employees who belong to the organization and also to those who join their first professional experience for the first time. The data collection will be done through a semi-structured interview in order to not only be able to know the organization superficially but also in depth and with other more precise aspects of the company, such as the experiences of the survey participants.
The present final work proposes a training plan for the operators of a call center in CABA specialized in collections, employees belonging to the organization and collaborators who are members of the "Labor Insertion Program" (first job). The approach used will be through the mixed approach with the main qualitative and quantitative approach in a secondary way, since we will be based mainly on the collection of information without using too much numerical data. The definition of "training" will be known through different authors, which frames the meaning and we can develop it by applying it to a training plan for employees who belong to the organization and also to those who join their first professional experience for the first time. The data collection will be done through a semi-structured interview in order to not only be able to know the organization superficially but also in depth and with other more precise aspects of the company, such as the experiences of the survey participants.
Descripción
Palabras clave
Capacitación, Jóvenes, Primer empleo, Experiencia profesional, Programa, Training, Youth, First job, Professional experience, Program
Citación
Paz, J. R. A. (2023). Plan de Capacitación Anual para un Call Center de la Ciudad de Buenos Aires en 2023 [Trabajo final de grado, Universidad Nacional Arturo Jauretche]. https://rid.unaj.edu.ar/handle/123456789/3218