Biblioteca Digital de VanguardiaApproach to Individual Learning Curves: Call Center Colombia
This article shows the results of the calculation of the individual learning curves for the workers of a call center in Colombia, in charge of offering mobile phone services. The analysis is made based on the experience and knowledge acquired for the development of their commercial activity and thei...
| Autores principales: | , |
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| Formato: | Revistas |
| Lenguaje: | Español |
| Publicado: |
EFIM Ediciones
2020
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| Acceso en línea: | http://www.revistaanfibios.org/ojs/index.php/afb/article/view/69 |
| _version_ | 1782333988828872704 |
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| author | Maza-Ávila, Francisco Romero-Severiche, Ana Karina |
| author_facet | Maza-Ávila, Francisco Romero-Severiche, Ana Karina |
| author_sort | Maza-Ávila, Francisco |
| collection | Revista |
| description | This article shows the results of the calculation of the individual learning curves for the workers of a call center in Colombia, in charge of offering mobile phone services. The analysis is made based on the experience and knowledge acquired for the development of their commercial activity and their relationship with the improvement in obtaining results, according to the sales objectives set. The empirical results obtained show that, as sales experience increases, the time spent on calls decreases. |
| format | Revistas |
| id | anfibios-article-69 |
| institution | Revista científica Anfibios |
| language | Español |
| publishDate | 2020 |
| publisher | EFIM Ediciones |
| record_format | ojs |
| spelling | anfibios-article-692020-12-11T07:44:06Z Approach to Individual Learning Curves: Call Center Colombia Aproximación a las Curvas de Aprendizaje Individual: Call Center Colombia Maza-Ávila, Francisco Romero-Severiche, Ana Karina This article shows the results of the calculation of the individual learning curves for the workers of a call center in Colombia, in charge of offering mobile phone services. The analysis is made based on the experience and knowledge acquired for the development of their commercial activity and their relationship with the improvement in obtaining results, according to the sales objectives set. The empirical results obtained show that, as sales experience increases, the time spent on calls decreases. Este artículo muestra los resultados del cálculo de las curvas de aprendizaje individual para los trabajadores de un centro de llamadas –Call Center- en Colombia, encargado de ofrecer servicios de telefonía móvil. El análisis se realiza con base en la experiencia y el conocimiento adquirido para el desarrollo de su actividad comercial y la relación de éstos con la mejora en la obtención de resultados, según los objetivos de venta planteados. En los resultados empíricos obtenidos se observa que, en la medida que aumenta la experiencia en venta, disminuye el tiempo en las llamadas. EFIM Ediciones 2020-12-09 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Artículo revisado por pares application/pdf text/html http://www.revistaanfibios.org/ojs/index.php/afb/article/view/69 10.37979/afb.2020v3n2.69 Anfibios; Vol 3 No 2 (2020): July - December 2020; 22-28 Anfibios; v. 3 n. 2 (2020): Julio - Diciembre 2020; 22-28 Revista científica anfibios; Vol. 3 Núm. 2 (2020): Julio - Diciembre 2020; 22-28 2711-0532 2665-1513 spa http://www.revistaanfibios.org/ojs/index.php/afb/article/view/69/70 http://www.revistaanfibios.org/ojs/index.php/afb/article/view/69/83 |
| spellingShingle | Maza-Ávila, Francisco Romero-Severiche, Ana Karina Approach to Individual Learning Curves: Call Center Colombia |
| title | Approach to Individual Learning Curves: Call Center Colombia |
| title_full | Approach to Individual Learning Curves: Call Center Colombia |
| title_fullStr | Approach to Individual Learning Curves: Call Center Colombia |
| title_full_unstemmed | Approach to Individual Learning Curves: Call Center Colombia |
| title_short | Approach to Individual Learning Curves: Call Center Colombia |
| title_sort | approach to individual learning curves: call center colombia |
| url | http://www.revistaanfibios.org/ojs/index.php/afb/article/view/69 |