Mejora del servicio call center a partir de la gestión del conocimiento
DOI:
https://doi.org/10.37467/revvisual.v9.3750Palabras clave:
Call center, Sector salud, Gestión del conocimiento, Lean Healthcare, Nivel de servicio, Duración de la llamada, Mejoramiento continuoResumen
Los call center deben prestar el nivel de servicio deseado por el paciente y exigido por entidades de servicios de salud y organismos reguladores del Estado. El objetivo es mejorar el nivel de servicio a partir de la reducción del tiempo de duración de las llamadas por parte de las agentes de call center en salud, a partir de la implantación del modelo de generación y transferencia de conocimiento para los procesos de dirección y gestión humana. Se utiliza metodología para solución de problemas Lean Healthcare Six Sigma. La creación, intercambio, preservación y uso del conocimiento permitieron un mejoramiento continuo.
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