Proposal to improve the quality of service of a call center through the application of the DMAIC methodology
Read ArticleDate of Conference
July 18-22, 2022
Published In
"Education, Research and Leadership in Post-pandemic Engineering: Resilient, Inclusive and Sustainable Actions"
Location of Conference
Boca Raton
Authors
Bejarano, Mireia
Aragon, Lucy
Abstract
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.