Plan de Capacitación Anual 2022/2023 en el área de atención al cliente en una empresa de Telecomunicación ubicada en CABA
Fecha
2023-06-07
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Universidad Nacional Arturo Jauretche. Instituto de Ciencias Sociales y Administración
Resumen
Se propone a continuación un Plan Anual de Capacitación con modalidad e-alearning en una organización privada de telecomunicación ubicada en CABA, durante los años 2022/2023 con el fin de implementar un software que utilizaran para brindar atención al público. Este trabajo consta de dos partes. Una está compuesta por el marco conceptual que nos orienta en relación con el campo de la capacitación, y la otra parte está compuesta por la definición del Plan.
Una de las principales problemáticas que se abordarán en el trabajo, respecta a los desvíos en la información que recibe el cliente. Estas dificultades, afectan directamente a la productividad esperada por el empleador. Para llevarlo a cabo, realicé una investigación de campo haciendo entrevistas virtuales, y encuestas, que me sirvieron para la confección de los datos en la metodología cualitativa y cuantitativa. Las muestras corresponden a tres empleados por canal de atención ubicados en CABA a través de videollamadas. A partir de los datos obtenidos, se planificaron contenidos que se plasmarán en la capacitación e-learning asincrónica que propone diferentes talleres con temáticas que revertirán el escenario actual. El método de dictado ya se utiliza dentro de la empresa, así que lo aproveché pues no requiere gastos extras ni entrenarlos sobre esta plataforma. Esta herramienta se usa con el fin de mantener una comunicación lineal sobre los cambios que se van incorporando en el negocio, y al ser de fácil acceso, este entorno de aprendizaje nos brindará: resultados más eficientes en la productividad y empleados motivados.
The present work proposes an Annual Training Plan e-alerning in a organization private of telecommunication in the City of Buenos Aires, Argentina. It will take place during 2023 with the purpose of establishing knowledge on the software that they use for customer service. This work consists in two parts. One is made up of the conceptual framework that guide us in relation to the fild of training and the other part is made up of the definition of the training in this organization. One of the main issues to be addressed in this work, is in the information that the customer receives. These difficulties affect productivity that the employer is expecting. To understand this, the field research was carried out through virtual interviews, surveys, which helped me to prepare the data in the qualitative and quantitative methodology. The results that show up to continuation it represents in anonymous way about three people in each channel of attention. The location is in CABA but the interviews were made through videocall. Contents were planned that will be dictated through training via asynchronous e-learning. This will reverse the current scenario. The method is already existent in the company. Which is appropriate because it doesn't require extra money neither training them in this platform. This tool is used to maintain communication about all the changes that are being implemented in the organization. This learning environment will bring us: motivated employees and efficient results in productivity.
The present work proposes an Annual Training Plan e-alerning in a organization private of telecommunication in the City of Buenos Aires, Argentina. It will take place during 2023 with the purpose of establishing knowledge on the software that they use for customer service. This work consists in two parts. One is made up of the conceptual framework that guide us in relation to the fild of training and the other part is made up of the definition of the training in this organization. One of the main issues to be addressed in this work, is in the information that the customer receives. These difficulties affect productivity that the employer is expecting. To understand this, the field research was carried out through virtual interviews, surveys, which helped me to prepare the data in the qualitative and quantitative methodology. The results that show up to continuation it represents in anonymous way about three people in each channel of attention. The location is in CABA but the interviews were made through videocall. Contents were planned that will be dictated through training via asynchronous e-learning. This will reverse the current scenario. The method is already existent in the company. Which is appropriate because it doesn't require extra money neither training them in this platform. This tool is used to maintain communication about all the changes that are being implemented in the organization. This learning environment will bring us: motivated employees and efficient results in productivity.
Descripción
Palabras clave
Capacitación, E-learning, Comunicación, Herramientas, Productividad, Training, Communication, Knowledge, Organization, Learning
Citación
Elli, L. N. (2023). Plan de Capacitación Anual 2022/2023 en el área de atención al cliente en una empresa de Telecomunicación ubicada en CABA [Trabajo final de grado, Universidad Nacional Arturo Jauretche]. https://rid.unaj.edu.ar/handle/123456789/3221