El clima laboral en el área de atención al cliente de la empresa Contac Service S.A.C. en el distrito de Ate - 2017
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Date
2022-09-06
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Universidad Nacional de Educación Enrique Guzmán y Valle
Abstract
El trabajo de investigación cuyo título es “El clima laboral en el área de atención al cliente de la empresa Contac Service S.A.C. en el distrito de Ate”, desarrollado en el periodo correspondiente al año 2017, tuvo como objetivo central analizar las propiedades del clima laboral como eje principal y las principales dimensiones que lo componen: liderazgo, motivación y el entorno físico de la empresa. La metodología desarrollada corresponde a una investigación cuantitativa, el tipo de investigación es descriptiva ya que
la investigación busca especificar las propiedades, las características de la variable de estudio y sus componentes, en la parte metodológica y fundamentada en la determinación del problema se definió un trabajo con un diseño no experimental. La población, al momento de iniciar el trabajo de tesis, era de 26 personas, por lo que se decidió que la muestra estuviera conformada por el total de trabajadores del área de atención al cliente de la empresa Contac Service S.A.C. Para la toma de información se elaboró un cuestionario de 12 preguntas. Las conclusiones de la investigación determinaron deficiencias en los
procedimientos internos de la empresa que afectan directamente al personal, tales como la falta de capacitación de los teleoperadores, ausencia de un programa de recompensas, la selección inadecuada de los supervisores, así como la falta de implementación de las zonas comunes, deficiente iluminación, entre otros aspectos, que generan molestias y estrés laboral, por lo que se sugiere la implementación de directivas operacionales y de funcionamiento, la adquisición de equipos y programas de cómputo de mejor desempeño, así como también optimizar el entorno de trabajo.
The research work whose title is "The work environment in the customer service area of the company Contac Service S.A.C. in the district of Ate”, developed in the period corresponding to the year 2017, had as its main objective to analyze the properties of the work environment as the main axis and the main dimensions that compose it: leadership, motivation and the physical environment of the company. The developed methodology corresponds to a quantitative investigation, the type of investigation is descriptive since the investigation seeks to specify the properties, the characteristics of the study variable and its components, in the methodological part and based on the determination of the problem a work was defined with a non-experimental design. The population, at the time of starting the thesis work, was 26 people, so it was decided that the sample would be made up of the total number of workers in the customer service area of the company Contac Service S.A.C. To collect information, a 12-question questionnaire was developed. The conclusions of the investigation determined deficiencies in the internal procedures of the company that directly affect the personnel, such as the lack of training of telemarketers, the absence of a reward program, the inadequate selection of supervisors, as well as the lack of implementation. of common areas, poor lighting, among other aspects, that generate discomfort and work stress, so it is suggested the implementation of operational and performance directives, the acquisition of equipment and computer programs of better performance, as well as optimizing the work environment
The research work whose title is "The work environment in the customer service area of the company Contac Service S.A.C. in the district of Ate”, developed in the period corresponding to the year 2017, had as its main objective to analyze the properties of the work environment as the main axis and the main dimensions that compose it: leadership, motivation and the physical environment of the company. The developed methodology corresponds to a quantitative investigation, the type of investigation is descriptive since the investigation seeks to specify the properties, the characteristics of the study variable and its components, in the methodological part and based on the determination of the problem a work was defined with a non-experimental design. The population, at the time of starting the thesis work, was 26 people, so it was decided that the sample would be made up of the total number of workers in the customer service area of the company Contac Service S.A.C. To collect information, a 12-question questionnaire was developed. The conclusions of the investigation determined deficiencies in the internal procedures of the company that directly affect the personnel, such as the lack of training of telemarketers, the absence of a reward program, the inadequate selection of supervisors, as well as the lack of implementation. of common areas, poor lighting, among other aspects, that generate discomfort and work stress, so it is suggested the implementation of operational and performance directives, the acquisition of equipment and computer programs of better performance, as well as optimizing the work environment
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Citation
Alvarado Velasquez, M. Y. Casimiro Cardenas, L. A. (2022). El clima laboral en el área de atención al cliente de la empresa Contac Service S.A.C. en el distrito de Ate - 2017. (Tisis de Pregrado). Universidad Nacional de Educación Enrique Guzmán y Valle, Lima, Perú.