La empresa MOK Perú es subsidiaria de MOK Chile y brinda servicios que cubren distintas actividades relacionadas con la asistencia médica y servicios de extensión de garantías de productos, tanto a personas como a empresas. El objetivo principal de este trabajo de investigación, es desarrollar una propuesta de mejora en el proceso de atención de servicios médicos para los subprocesos de servicios de llamadas para consultas médicas, atención médica a domicilio y servicio de ambulancias para la empresa MOK Perú, utilizando soluciones de inteligencia artificial para mejorar el servicio a través de la eficiencia del proceso. Como resultado del estudio realizado para el presente trabajo, hemos identificado que los servicios médicos representan, el 43 % de ingresos del total MOK Perú. Los problemas críticos en la atención a clientes en el call center de los servicios médicos de la empresa se encuentran principalmente en atender las llamadas para el uso de los servicios médicos, las cuales tienen un nivel de 34% de llamadas no atendidas. Se analizó el escenario actual y el escenario con la incorporación de la tecnología del chatbot, el cual nos muestra que si se realiza una inversión de S/. 255,000.00 se estima un crecimiento de rentabilidad del 5% para el quinto año, así como cumplir con los indicadores de gestión de la empresa: disminuir el tiempo promedio de espera de 22 a 2 segundos, tiempo promedio de operación de 11.8 minutos a 7.5 minutos y la tasa de llamadas no atendidas del 34% al 16%. / The company MOK Peru is a subsidiary of MOK Chile and provides services that cover different activities related to medical assistance and product warranty extension services, both to individuals and companies. The main objective of this research work is to develop a proposal for improvement in the process of medical services for the subprocesses of call services for medical consultations, home health care and ambulance service for the company MOK Peru, using solutions of artificial intelligence to improve the service through the efficiency of the process. As a result of the study conducted for the present work, we have identified that medical services represent 43% of total MOK Peru income. The critical problems in customer service in the call center of medical services of the company are mainly in answering calls for the use of medical services, which have a level of 34% of unanswered calls. The current scenario and the scenario were analyzed with the incorporation of the chatbot technology, which shows us that if an investment of S /. 255,000.00 a 5% profitability growth is estimated for the fifth year, as well as comply with the company's management indicators: decrease the average waiting time from 22 to 2 seconds, average operating time from 11.8 minutes to 7.5 minutes and the rate of unattended calls from 34% to 16%. / Trabajo de investigación

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Background: Telephone counseling with a registered nurse at the front has become an integral part of health care both in Sweden and internationally. Telephone nurses' in call centers and primary care handle calls with patients of all ages regarding with both physical and psychological symptoms and for that they need competence with specialist knowledge at an advanced level. In the absence of specialist education to telephone nurse, and still be able to meet the patients` needs, registered nurses' need knowledge of what it is like to work with telephone advice. Aim: The aim of the study was to describe nurses' experiences of working with telephone counseling in call center and primary care. Method: The method chosen for this study was a literature-based study based on the analysis of qualitative research. A total of 12 scientific articles were analyzed.  Collected data was analyzed based on Friberg's five-step model (Friberg, 2017).  Results: In the analysis three themes emerged with nine subthemes. The themes were; challenges in the telephone conversation, need for support and stress factors in the work environment.  Conclusion: Working as a telephone nurse requires advanced skills in verbal communication, cooperation with colleagues, patients and third part, but also skills in working in several computerized systems simultaneously. The results indicate that telephone nurses' values patient safety highly and they take a great responsibility for optimizing the conditions for safe patient assessment. Sometimes an involuntary responsibility that can be seen to negatively affect both telephone nurse, the patient and society. / Syftet med denna studie var att beskriva sjuksköterskors erfarenheter av att arbeta med telefonrådgivning inom callcenter och primärvård. Studien baseras på analys av 12 artiklar där kvalitativ metod använts. Analys av artiklarna gjordes enligt Fribergs femstegsmodell. Ur analysen av datamaterialet framträdde tre teman: utmaningar i telefonsamtalet, behov av stöd och stressande faktorer i arbetsmiljön. Resultatet visade att när sjuksköterskorna inte såg patienterna såsom vid ett fysiskt möte, så låg vikten på att lyssna till patientens berättelse och genom den verbala kommunikationen bygga framgångsrik interaktion, samt ställa uppföljande frågor till stöd för bedömningen av patientens behov. Samtal med tredje part försvårade bedömningen och gav en risk för beslut som inte var patientsäkra. Sjuksköterskorna angav att stöd från kollegor och andra professioner var värdefullt. Som stöd i sina beslut arbetade sjuksköterskorna med ett datoriserat beslutstöd vilket upplevdes positivt, men det framkom även att beslutstöden hade en del brister i sin utformning. Sjuksköterskorna angav att den av arbetsgivaren bestämda samtalstiden var en stressfaktor. Svåra samtal, främst de som handlade om psykisk ohälsa tog lång tid och då växte telefonkön, vilket även den gav en känsla av stress att inte hinna med sitt arbete.

Made available in DSpace on 2016-04-25T16:45:01Z (GMT). No. of bitstreams: 1 Elizabete de Lima.pdf: 981183 bytes, checksum: 76d12dcd885021c6f97937778a3480a0 (MD5) Previous issue date: 2007-12-03 / This study aims to examine through the perception of the operators of call center, working conditions, the practices of human resources and skills and strategies of communication in the context of call center through interaction and reports obtained in the interview with these professionals. With this approach, this research aims to contribute for the first multidisciplinary and functional study, evolving human resources, workplaces, technology and strategy played by the call center industry in Brazil, coordinated by the Postgraduation Program in Business Administration at PUC-SP. To make it possible, workplaces aspects are investigated such as: physical, psychical, cognitive and human resources practices, as well as the communication skills referring to the communication strategies used at the interaction and relationship processes with customers. A quantitative methodology was adopted thru and interview process with nine call center operators, working at different companies at the active and receptive telemarketing, but all of them belonging to great expression segments at remote services voice based. The results suggest that the insecurity of work in call center, affect the quality of life of these people and the quality of life at work is directly linked to preparation, issuance, receipt and understanding of messages effectively in the processes of communication. One person unhappy, sick, it is unable to make fluency, availability, spontaneity and creativity in interpersonal communication / Este estudo tem por objetivo analisar através da percepção dos operadores de teleatendimento, as condições de trabalho, as práticas de recursos humanos e as habilidades e estratégias de comunicação no contexto de call center por meio da interação e dos relatos obtidos no processo de entrevista com estes profissionais. Com isso, este estudo visa contribuir para os estudos da primeira pesquisa multidisciplinar e setorial envolvendo práticas de recursos humanos, trabalho, tecnologia e estratégia realizada na indústria de call center no Brasil, coordenada pelo Programa de Pós-graduação em Administração da PUC-SP. Para que a pesquisa seja possível, são investigados aspectos relacionados às condições de trabalho, tais como: aspectos físicos, aspectos psíquicos e aspectos cognitivos e práticas de recursos humanos, bem como são investigadas as habilidades de comunicação no que se refere às estratégias de comunicação utilizadas no processo de interação e relacionamento com o cliente. A metodologia adotada foi a denominada qualitativa através do processo de entrevistas as quais foram realizadas com nove operadores de call center com experiência profissional no telemarketing ativo e receptivo, pertencentes a empresas variadas, porém de grande expressão no segmento de telesserviços. Os resultados obtidos apontam que a precarização do trabalho em call center, prejudica a qualidade de vida dessas pessoas e a qualidade de vida no trabalho está diretamente ligada a elaboração, emissão, recepção e compreensão de mensagens de forma eficaz nos processos de comunicação. Um indivíduo insatisfeito, doente, infeliz, é incapaz de apresentar fluência, disponibilidade, espontaneidade e criatividade na comunicação interpessoal

Made available in DSpace on 2016-04-28T18:22:26Z (GMT). No. of bitstreams: 1 Joelma Sa Teles dos Anjos.pdf: 8647563 bytes, checksum: 597d299ef32df9e9df790aeda315f89a (MD5) Previous issue date: 2011-11-21 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Some companies have been offering online chats named as Web Call Centers besides traditional Call Centers. This is a new tool for communication between companies and clients which aims for more productivity and commitment. Considering this new work activity and through qualitative methodology and epistemological interpretative orientation, this research examines online chat interactions to understand the characteristics of the discursive practices in this given context. This work has looked for answering two major questions: what are the characteristics of the situation of work of Web Call Center attendants?; and what is the discursive status of the online chat in this work situation? Theoretically, we have recurred to language studies that consider online chats as a genre, specifically Marchurschi s contibutions (2010). We have also recurred to language studies that consider online chats as a hypergenre like Dominique Maingueneau s work (2001) and, we have recurred to studies of work, specifically Ergology, which is considered an innovative theory to approach work activities (Schwartz, 1997, 2006). The corpus considered in the analysis consists of registers of online chats in customer service with interactions between insurance technicians as attendants and their clients who were insurance agents. By doing the analysis of these registers and by discussing them, we have come to the conclusion that in work situation the online chat goes under coercion that allows us to classify it as a genre. Some other aspects were revealed in the study as well, such as the normalization, done by the attendants, that points to the dialectics among the instituted pieces of knowledge, i. e., the rules that precede the activity, and the invested knowledge, the experience that comes with practice / Algumas empresas têm instituído, ao lado dos Call Center, intitulados atualmente de Web Call Center, o chat como uma nova modalidade de atendimento agente-cliente, visando, sobretudo, ao aumento da produtividade e engajamento com a nova tecnologia. Considerando essa nova atividade de trabalho, esta pesquisa, pautada em metodologia qualitativa, de base epistemológica interpretativista de observação, teve como objetivo investigar e analisar interações ocorridas em situação de atendimento ao cliente, via chat, para compreender as características das práticas discursivas nesse contexto. Nesse sentido, procurou responder a duas questões: Qual(is) a(s) característica(s) da situação de trabalho das atendentes do Web Call Center? Qual o estatuto discursivo do chat em situação de trabalho? Do ponto de vista teórico, recorreu aos estudos da linguagem - mais especificamente às contribuições de Marcuschi (2010), que considera o chat como gênero, e de Dominique Maingueneau (2001), que o vê como hipergênero - e aos estudos do trabalho, mais especificamente à Ergologia, entendida como um modelo teórico-metodológico inovador para abordar a atividade de trabalho (Schwartz, 1997, 2006). O corpus considerado para análise constituiu-se de registros de atendimento ao cliente por meio do chat, entre técnicos de seguros na função de agentes de atendimento de uma Seguradora Nacional e, seus clientes - corretores de seguros. Por meio da análise e discussão desses registros, concluiu-se que o chat em situação de trabalho sofre várias coerções que permitem caracterizá-lo como gênero. Ficaram claras também as várias renormalizações feitas pelas atendentes, as quais indicam a dialética entre os saberes instituídos, isto é, as normas que antecedem a atividade, e os saberes investidos, a experiência advinda da prática

Aus Sicht der Innovationsforschung besteht der Kern eines erfolgreichen Unternehmens aus folgender Formel: Innovative Ideen + Gute Umsetzung = Unternehmenserfolg. Hierbei spielten Service Center in der allgemeinen Managementwahrnehmung bislang eine untergeordnete Rolle. Damit wird ihnen Unrecht getan. Denn im Innovationsprozess stehen die Service Center am Ende des Produktzyklus. Was übersehen wird, ist, dass sie zugleich den Anfang eines neuen Produktzyklus bilden können. Insbesondere da in den Service Centern alle Erfahrungen zusammen laufen - vor allem die der Kunden. Um dieses Missverhältnis zwischen allgemeiner Wahrnehmung und effektiver Bedeutung von Service Centern für den Innovationsprozess herauszuarbeiten und Korrekturmöglichkeiten aufzuzeigen, wurden im Rahmen der Dissertation informationstechnische Methoden und Werkzeuge entworfen, entwickelt und eingesetzt. Am Ende entstand daraus sogar ein eigenes Produkt, das in Kundensituationen eingesetzt werden kann.

Made available in DSpace on 2009-11-18T19:01:43Z (GMT). No. of bitstreams: 1 Alexandre_Oliveira.pdf: 6992425 bytes, checksum: 9b93b9986c23a742d3c23be866aa20a6 (MD5) Previous issue date: 2006 / Year after year the call center industry comes presenting high growth, either in Brazil or the world, using increasing contingent of people and receiving large amount of financial resources. Supporting all this industry, exists a theoretical reference that privileges the search of the improvement of diverse operational performance indicators. This study, empirically examines the relationship between caller satisfaction and diverse operational performance indicators currently used for call center management in Brazil. For in such a way, a group of telecommunications segment call centers will be used searching to determine which indicators are really more significantly correlated with the customer satisfaction. Of this form, it is aimed at to add new evidences and explanations to existing literature, in way that companies of call center industry can give a more adequate service to their customer, opposite to solely focus its efforts in the improvement of a great set of performance pointers that, effectively, can not become related with the customer satisfaction. / Ano após ano, a indústria de call center vem apresentando elevado crescimento, seja no Brasil ou no mundo, empregando crescente contingente de pessoas e recebendo expressivas somas de recursos financeiros. Suportando toda esta indústria, existe um referencial teórico que privilegia a busca da melhoria de diversos indicadores de desempenho operacional. Essa dissertação tem por objetivo examinar, empiricamente, a relação dos diversos indicadores de desempenho operacional utilizados atualmente na gestão de call centers, no Brasil, com a satisfação do cliente . Para tanto, será utilizado um conjunto de call centers de uma empresa do segmento de telecomunicações, buscando determinar quais são realmente os indicadores mais significativamente correlacionados com a satisfação do cliente. Dessa forma, visa-se acrescentar novas evidências e explicações à literatura existente, de modo a que as empresas da indústria de call center possam prestar um serviço mais adequado ao cliente, ao invés de unicamente focalizar seus esforços na melhoria de um grande conjunto de indicadores de desempenho que, efetivamente, podem não se relacionar com a satisfação do cliente.

Dieser Forschungsbericht untersucht anhand von sechs Fallstudien die konkrete Prozessunterstützung in Call Centern durch in operative Anwendungssysteme eingebettete Analytik. Dies umfasst zum einen retrospektive Analysen für interne und externe Stakeholder in Form von Reporten als auch Echtzeit-Auswertungen durch grafisch-orientierte Monitor-Darstellungen. Hierbei stehen unter anderem die eingesetzten Anwendungssysteme, das Nutzungsverhalten durch die verschiedenen Call Center-Mitarbeitergruppen und die kennzahlenbasierten Auswertungsinhalte im Vordergrund.:1 Einleitung 2 Fallstudie - B.B.K. Vertriebs- und Kunden-Services GmbH 3 Fallstudie - DIMA Systems AG 4 Fallstudie - Regiocom Sales Service Halle GmbH 5 Fallstudie - TMA Telesmart GmbH 6 Fallstudie - Simon & Focken GmbH 7 Fallstudie - Regiocom GmbH 8 Zusammenfassung der Fallstudien-Ergebnisse

企業將客服中心委外執行雖然能降低成本，但是企業與專業客服中心之間的交易過程會產生相當多成本，包括洽談合約、維持廠商關係及監督廠商依約行事等。這些和廠商有關的合約、管理費用即稱為交易成本。 本研究目的是以交易成本理論探討企業客服中心的委外服務決策，亦即以事前協商成本、資產專屬性、不確定性、供應商因素、委外的外顯單位效益成本等變數分析企業客服中心的委外決策，同時加入產業別、企業規模及企業態度三個組織特性因素，分析對企業客服中心委外決策的影響。 本研究是採用調查研究的研究方法，以郵寄問卷的方式來蒐集資料，回收有效問卷為103份。 本研究實證結果顯示，資產專屬性及委外的外顯單位效益成本愈高則企業客服中心的委外態度將愈低，對客服中心愈熟悉的產業其企業客服中心的委外態度愈高，企業規模愈大其企業客服中心的委外態度愈低。 本研究建議可進一步評估企業將客服中心委外執行的績效，或是以其他理論或其他變數進行企業客服中心委外服務之研究。此外，可以考慮改由專業客服中心的觀點進行檢驗，探討如果專業客服中心與企業的關係由現有的契約關係發展為較密切的策略夥伴，是否能夠為專業客服中心帶來更多委外的案件。 / Corporate which outsources the call center can reduce operating cost, but the transaction between corporate and call center outsourcing companies would generate much cost, including negotiation, keeping relation and monitoring companies. The cost mentioned above is so-called transaction cost. The main purpose of this study is to analyze the elements which influence the decision process of outsourcing of call center. This study uses negotiation cost, asset specificity, uncertainty, supplier, outsourcing cost / utility to analyze the outsourcing decision of call center, and incorporates organization characteristics such as category of industry, corporate scale, and corporate attitude to analyze the influence of outsourcing decision of call center. This study uses survey research method and then collects 103 copies of valid questionnaires. The results are as follows. Asset specificity, outsourcing cost utility, category of industry and corporate scale have significant influence on outsourcing decision of call center. It shows that both asset specificity and outsourcing cost / utility are negatively related to outsourcing possibility. Companies in certain industry familiar with call center tend to outsource call centers. Corporate of large scale is unwilling to outsource call center. This study suggests that further investigation of evaluating the performance of outsourcing call center can be taken and other theories or variables can be used to analyze the elements influencing the outsourcing decision of call center. Besides, following researchers can also explore that if corporates engage in close partnership rather than sign an outsourcing contract can bring more profit or cases to the call center outsourcing companies from its point of view.