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Proposal to improve the quality of service of a call center through the application of the DMAIC methodology

Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2022) 2022-July
DOI: 10.18687/LACCEI2022.1.1.628
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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.

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APA

Bejarano, A., & Aragón, L. (2022). Proposal to improve the quality of service of a call center through the application of the DMAIC methodology. In Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (Vol. 2022-July). Latin American and Caribbean Consortium of Engineering Institutions. https://doi.org/10.18687/LACCEI2022.1.1.628

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