Plan de acción para reducir la rotación y fortalecer la retención del talento en Resuelve HN
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Date
2025-01-01
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
La presente tesis tiene como objetivo implementar un plan de acción como propuesta para reducir la rotación de agentes de servicio al cliente en el call center Resuelve HN, el estudio de la investigación se realizó de acuerdo a una metodología con un enfoque mixto. Para evaluar la satisfacción laboral se aplicó un cuestionario y una entrevista como instrumentos para la recopilación de información. Los resultados obtenidos en las entrevistas a los gerentes de operaciones y en la encuesta de satisfacción a los empleados de la empresa reflejaron que la remuneración salarial, los beneficios y el desarrollo profesional son factores que afectan la retención de los empleados. Como resultado, se diseñó un plan de acción con un nuevo proceso de inducción y adaptación, evaluación de la remuneración salarial y los beneficios y los programas de desarrollo y crecimiento profesional. Se elaboró un cronograma diseñado para poder desarrollarlo en un periodo de 6 meses dándole seguimiento durante los meses restantes, con el detalle de las actividades y un presupuesto estimado en Lps.105,100.00 (CIENTO CINCO MIL CIEN LEMPIRAS) para el cumplimiento de lo programado. Con esta propuesta se busca mejorar el rendimiento de los empleados ofreciendo una remuneración y beneficios competitivos alineados con las expectativas y las necesidades de los colaboradores, para garantizar la retención de personal y el éxito de la empresa a largo plazo.
The objective of this thesis is to implement an action plan as a proposal to reduce the turnover of customer service agents in the ResuelveHN call center. The research study was carried out according to a methodology with a mixed approach. To evaluate job satisfaction, a questionnaire and an interview were applied as instruments for collecting information. The results obtained in the interviews with operations managers and in the satisfaction survey of the company's employees reflected that salary compensation, benefits and professional development are factors that affect employee retention. As a result, an action plan was designed with a new induction and adaptation process, evaluation of salary and benefits, and professional development and growth programs. A schedule designed to be developed over a period of 6 months was developed, followed up during the remaining months, with details of the activities and an estimated budget in Lps. 105,100.00 (ONE HUNDRED FIVE THOUSAND ONE HUNDRED LEMPIRAS) for compliance with the schedule. This proposal seeks to improve employee performance by offering competitive remuneration and benefits aligned with the expectations and needs of employees, to guarantee staff retention and the long-term success of the company.
The objective of this thesis is to implement an action plan as a proposal to reduce the turnover of customer service agents in the ResuelveHN call center. The research study was carried out according to a methodology with a mixed approach. To evaluate job satisfaction, a questionnaire and an interview were applied as instruments for collecting information. The results obtained in the interviews with operations managers and in the satisfaction survey of the company's employees reflected that salary compensation, benefits and professional development are factors that affect employee retention. As a result, an action plan was designed with a new induction and adaptation process, evaluation of salary and benefits, and professional development and growth programs. A schedule designed to be developed over a period of 6 months was developed, followed up during the remaining months, with details of the activities and an estimated budget in Lps. 105,100.00 (ONE HUNDRED FIVE THOUSAND ONE HUNDRED LEMPIRAS) for compliance with the schedule. This proposal seeks to improve employee performance by offering competitive remuneration and benefits aligned with the expectations and needs of employees, to guarantee staff retention and the long-term success of the company.
Keywords
Desarrollo profesional, Remuneración, Retención, Rotación, Satisfacción laboral