Influencia de la formación en competencias humanas en el desempeño de los empleados del área de servicio al cliente en la empresa SC BPO S.A de la ciudad de Barranquilla
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Fecha
2024
Autores
Muñoz Oliveros, Anais
Garizao Jaraba, Francisco Javier
Salas Barrios, Keyla Patricia
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
En este proyecto de investigación se analizó la influencia de la formación en competencias humanas en el desempeño de los empleados del área de servicio al cliente en la empresa SC BPO S.A de la ciudad de Barranquilla. En este BPO, el capital humano es de suma importancia, por lo cual, la capacitación en el fortalecimiento de las competencias humanas es vital para el buen desempeño de los empleados; esto le permitirá tener las herramientas necesarias para el desempeño de su cargo y generar una excelente experiencia de servicio al cliente. La investigación ejecutada fue de tipo descriptiva; con un enfoque cuantitativo; El estudio fue diseñado como no experimental, de tipo transversal; la población objeto de estudio fueron los empleados del área de servicio al cliente. En cuanto a la encuesta aplicada el ambiente laboral y comunicación muestra que el 84% de los empleados considera; que el ambiente laboral es positivo, lo cual nos permite concluir que la empresa cuenta con un buen entorno de trabajo. Con respecto a la capacitación y desarrollo profesional un 98% valora la capacitación continua y considera que son esenciales para su desarrollo como profesionales. En cuanto al crecimiento y motivación un 87% se siente satisfecho y motivado; en cuanto a la toma decisiones y manejo de conflictos el 40% de los empleados indican que la formación recibida hasta el momento no ha fortalecido sus habilidades para resolver situaciones problemas; por último, el 87% indica que las capacitaciones en competencias blandas han facilitado su relacionamiento; el trabajo en equipo y comunicación. Teniendo en cuenta la actividad económica de la empresa SC BPO que tiene como base el servicio al cliente lo cual implica una injerencia significativa
de habilidades humanas a la hora del desarrollo de la actividad, podemos concluir que la empresa se encuentra en buen camino frente a la formación en estas habilidades, no obstante es importante fortalecer aún más estas competencias y se pudo identificar que los colaboradores consideran importante este tipo de capacitaciones, brindándoles herramientas para desarrollar adecuadamente su labor dentro de la empresa. como áreas de oportunidad en la percepción de los colaboradores en relación a elementos relevantes como equilibrio trabajo vida, políticas salariales, el fortalecimiento de reconocimiento laboral y habilidades críticas. Basándose en los resultados obtenidos, las recomendaciones; potenciar el compromiso de los empleados, optimizar su rendimiento y aportar al crecimiento de la organización. Uno de los principales aspectos a fortalecer es el equilibrio trabajo vida, la necesidad de mejorar el balance entre las actividades laborales y la vida personal. se propone implementar políticas de trabajo flexible; adicionar hacer una revisión de las funciones de los diferentes cargos de la organización; a fin de evaluar si es necesario ingresar personal a la empresa para eliminar la sobrecarga laboral. Por último, el aspecto de habilidades críticas se recomienda mejorar habilidades de toma de decisiones y manejo de conflictos; implementando programas de capacitación con un enfoque en el desarrollo practico.
In this research project, the influence of training in human skills on the performance of employees in the customer service area of the company SC BPO S.A. in the city of Barranquilla was analyzed. In this BPO, human capital is of utmost importance, therefore, training in strengthening human skills is vital for the good performance of employees; this will allow them to have the necessary tools for the performance of their position and generate an excellent customer service experience. The research carried out was descriptive; with a quantitative approach; The study was designed as non-experimental, cross-sectional; the population under study were employees in the customer service area. Regarding the survey applied to the work environment and communication, it shows that 84% of employees consider that the work environment is positive, which allows us to conclude that the company has a good work environment. Regarding training and professional development, 98% value continuous training and consider it essential for their development as professionals. In terms of growth and motivation, 87% feel satisfied and motivated; in terms of decision making and conflict management, 40% of employees indicate that the training received so far has not strengthened their skills to solve problem situations; finally, 87% indicate that training in soft skills has facilitated their relationships, teamwork and communication. Taking into account the economic activity of the SC BPO company, which is based on customer service, which implies a significant influence of human skills when developing the activity, we can conclude that the company is on the right track in terms of training in these skills. However, it is important to further strengthen these skills and it was possible to identify that employees consider this type of training important, providing them with tools to adequately develop their work within the company. as areas of opportunity in the perception of employees in relation to relevant elements such as work-life balance, salary policies, strengthening of job recognition and critical skills. Based on the results obtained, the recommendations; to enhance employee commitment, optimize their performance and contribute to the growth of the organization. One of the main aspects to strengthen is the work-life balance, the need to improve the balance between work activities and personal life. It is proposed to implement flexible work policies; to add a review of the functions of the different positions in the organization; in order to evaluate whether it is necessary to bring personnel into the company to eliminate work overload. Finally, in the aspect of critical skills, it is recommended to improve decision-making and conflict management skills; implementing training programs with a focus on practical development.
In this research project, the influence of training in human skills on the performance of employees in the customer service area of the company SC BPO S.A. in the city of Barranquilla was analyzed. In this BPO, human capital is of utmost importance, therefore, training in strengthening human skills is vital for the good performance of employees; this will allow them to have the necessary tools for the performance of their position and generate an excellent customer service experience. The research carried out was descriptive; with a quantitative approach; The study was designed as non-experimental, cross-sectional; the population under study were employees in the customer service area. Regarding the survey applied to the work environment and communication, it shows that 84% of employees consider that the work environment is positive, which allows us to conclude that the company has a good work environment. Regarding training and professional development, 98% value continuous training and consider it essential for their development as professionals. In terms of growth and motivation, 87% feel satisfied and motivated; in terms of decision making and conflict management, 40% of employees indicate that the training received so far has not strengthened their skills to solve problem situations; finally, 87% indicate that training in soft skills has facilitated their relationships, teamwork and communication. Taking into account the economic activity of the SC BPO company, which is based on customer service, which implies a significant influence of human skills when developing the activity, we can conclude that the company is on the right track in terms of training in these skills. However, it is important to further strengthen these skills and it was possible to identify that employees consider this type of training important, providing them with tools to adequately develop their work within the company. as areas of opportunity in the perception of employees in relation to relevant elements such as work-life balance, salary policies, strengthening of job recognition and critical skills. Based on the results obtained, the recommendations; to enhance employee commitment, optimize their performance and contribute to the growth of the organization. One of the main aspects to strengthen is the work-life balance, the need to improve the balance between work activities and personal life. It is proposed to implement flexible work policies; to add a review of the functions of the different positions in the organization; in order to evaluate whether it is necessary to bring personnel into the company to eliminate work overload. Finally, in the aspect of critical skills, it is recommended to improve decision-making and conflict management skills; implementing training programs with a focus on practical development.
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Palabras clave
Competencias humanas, Desempeño, Capacitación, Clima laboral, Motivación laboral
