Propuesta de un plan estratégico de retención de nuevos colaboradores en STARTEK San Pedro Sula
Loading...
Date
2024-07-01
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
El propósito del presente trabajo fue desarrollar un plan estratégico para la retención de
nuevos colaboradores en Startek San Pedro Sula, con el objetivo de disminuir el alto índice de
rotación. Para ello se identificaron las principales causas de salidas voluntarias de los agentes
de servicio al cliente y se formularon estrategias efectivas para la retención del personal. El
proceso metodológico empleó un enfoque mixto, combinando encuestas y grupos focales para
recopilar datos cualitativos y cuantitativos. Los resultados mostraron que las causas
predominantes de la rotación incluyen la búsqueda de mejores oportunidades laborales, razones
personales y problemas relacionados con las cuentas asignadas. Adicionalmente, se
identificaron factores de insatisfacción vinculados con el servicio de transporte, liderazgo y las
condiciones de trabajo. La investigación concluyó con la implementación de mejoras en estos
aspectos que podrían significativamente aumentar la retención de personal. Se recomendó
ajustar los incentivos y beneficios, así como también crear un plan de capacitación y programas
de bienestar laboral para fomentar un entorno laboral más satisfactorio y estable.
The purpose of this work was to develop a strategic plan for retaining new employees at Startek San Pedro Sula, with the goal of reducing the high turnover rate. To achieve this, the main causes of voluntary departures among customer service agents were identified, and effective strategies for employee retention were formulated. The methodological approach employed a mixed-methods design, combining surveys and focus groups to collect qualitative and quantitative data. The results showed that the predominant causes of turnover included the search for better job opportunities, personal reasons, and issues related to assigned accounts. Additionally, factors of dissatisfaction related to transportation services, leadership, and working conditions were identified. The research concluded that implementing improvements in these areas could significantly increase employee retention. It was recommended to adjust incentives and benefits, as well as to create a training plan, wellness programs and better workplace conditions to foster a more satisfactory and stable work environment.
The purpose of this work was to develop a strategic plan for retaining new employees at Startek San Pedro Sula, with the goal of reducing the high turnover rate. To achieve this, the main causes of voluntary departures among customer service agents were identified, and effective strategies for employee retention were formulated. The methodological approach employed a mixed-methods design, combining surveys and focus groups to collect qualitative and quantitative data. The results showed that the predominant causes of turnover included the search for better job opportunities, personal reasons, and issues related to assigned accounts. Additionally, factors of dissatisfaction related to transportation services, leadership, and working conditions were identified. The research concluded that implementing improvements in these areas could significantly increase employee retention. It was recommended to adjust incentives and benefits, as well as to create a training plan, wellness programs and better workplace conditions to foster a more satisfactory and stable work environment.
Keywords
Estrategia, Retención, Rotación, Satisfacción, Startek.