El control interno a los procesos del canal detallista y la rentabilidad del departamento de Contact Center de la empresa Plasticaucho Industrial S.A

Abstract

This research is supported by field research where information from people working in the department Contact Center and the way they are living the problem helped us to know how they manage human resources was collected. with the described previously it's established that the department of Contact Center has a poor internal control processes so it is reflected in the increase in operating expenditure and where is registered the reduced profitability, low productivity, idle time or dead and the efficiency reduction in operations. Therefore this research seeks to demonstrate that the application of Internal Control will help the department to improve efficiency in management procedures sales, resource optimization, correct programming of installed capacity, greater control over the idle times of the agents, redistribution of activities, updating script, deploy files, documents that allow to have an internal control by the supervision line therefore allow empower processes for a continuous improvement and finally all actions will improve the profitability of Contact Center department.