Estrategia para fortalecer la cultura organizacional y retener el talento humano en Alcance S.A. de C.V
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Date
2025-11-06
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
La retención del talento humano se ha vuelto un desafío crítico en el sector de atención al cliente, particularmente en los centros de llamadas, donde la cultura organizacional juega un papel clave. Este estudio se enfoca en evaluar cómo los factores culturales impactan en la retención de empleados en el centro de atención telefónica Alcance S.A., una empresa que presta servicios para el sector financiero. A través de un diseño metodológico mixto, se recopilaron datos mediante cuestionarios, entrevistas y grupos focales. Los resultados muestran que variables como el estilo de liderazgo, las oportunidades de desarrollo profesional y las políticas de reconocimiento influyen significativamente en la decisión de los empleados de permanecer en la organización. Este estudio aporta recomendaciones para optimizar la cultura organizacional y reducir la rotación de personal, fortaleciendo así el compromiso de los colaboradores y mejorando la calidad del servicio al cliente.
Employee retention has become a pressing issue in the customer service industry, particularly in call centers, where organizational culture plays a pivotal role. This study analyzes how cultural factors influence employee retention at Alcance S.A., a call center that provides services to the financial sector. Using a mixed-methods approach, data was gathered through surveys, interviews, and focus groups. The results indicate that factors such as leadership style, opportunities for professional growth, and employee recognition policies significantly influence employees’ decisions to remain with the organization. Based on these findings, the study offers strategic recommendations aimed at optimizing organizational culture and reducing staff turnover. Strengthening employee engagement through cultural improvements can ultimately enhance customer service quality.
Employee retention has become a pressing issue in the customer service industry, particularly in call centers, where organizational culture plays a pivotal role. This study analyzes how cultural factors influence employee retention at Alcance S.A., a call center that provides services to the financial sector. Using a mixed-methods approach, data was gathered through surveys, interviews, and focus groups. The results indicate that factors such as leadership style, opportunities for professional growth, and employee recognition policies significantly influence employees’ decisions to remain with the organization. Based on these findings, the study offers strategic recommendations aimed at optimizing organizational culture and reducing staff turnover. Strengthening employee engagement through cultural improvements can ultimately enhance customer service quality.
Keywords
Centros de atención telefónica, cultura organizacional, desarrollo profesional, liderazgo, retención de talento