El Sistema de gestión de la calidad y el nivel de Satisfacción del cliente atendido por la unidad de Call Center en la Empresa Eléctrica Regional Centro Norte S.A. EEASA-EP.

Abstract

The Empresa Eléctrica Regional Centro Norte S.A. EEASA, monopolizes the market for marketing and distribution of electricity, providing service users with quality and reliability parameters, enshrined in the quality certification ISO 9001- 2008. In March 2010, to provide a means of communication between users and Enterprise Call Center put into operation. However the service in a timely customer service, has been unsatisfactory, because the needs of the same take too long to be eliminate with, hence a malaise and dissatisfaction in these is generated. Then has been commendable improve care system incoming and outgoing calls, by defining protocols consultations on technical, commercial and other areas services. The field research revealed that the level of customer satisfaction treated in the call center unit, has a high degree of dissatisfaction, so the current structure of the processes of call center is not provided within the process map system quality management of Public Enterprises. Finally, the project proposal was to develop a manual of objections to EEASA employees, and thus have tool for debugging inefficient processes Unit Call Center, at this stage there are several flow charts should be recommended as out the integration of the whole unit.