Capacitación de personal: Gestión de atención en Call Center de EsSalud

  • Víctor Hugo Barrientos Ramos
  • Luis Pablo Díaz Tito
  • Mildred Jénica Ledesma Cuadros
  • Edward Filomeno Huamani Alhuay
Palabras clave: capacitación, personal, Call center.

Resumen

La investigación buscó demostrar la incidencia del nivel de los cursos de capacitación en las trabajadoras del Call Center de EsSalud en la efectividad del otorgamiento de citas en línea en el departamento de Huancavelica en el Perú; investigación orientada en el paradigma positivista de enfoque cuantitativo y de diseño correlacional causal, técnica de regresión ordinal. Los resultados indican que los cursos de capacitación en las trabajadoras del Call Center de EsSalud inciden significativamente en la efectividad del otorgamiento de citas en línea en el departamento de Huancavelica en el Perú, por lo que se concluye que los cursos de capacitación de las trabajadoras del Call Center de EsSalud son esenciales para incrementar la eficiencia y productividad en el trabajo desarrollado.

Biografía del autor/a

Víctor Hugo Barrientos Ramos
Maestro en Administración de Servicio de Salud, Médico Cirujano, especialista en Traumatología y Ortopedia. Adscrito al Ministerio de salud de Perú. E-mail: victorbarrientosramos@gmail.com
Luis Pablo Díaz Tito
Estudiante Medicina Universidad Privada San Juan Bautista Perú. E- mail:lpablodiaz12@gmail.com
Mildred Jénica Ledesma Cuadros
Doctora en Administración de la Educación Universidad César Vallejo, Licenciada en Educación Primaria Universidad Nacional Federico Villarreal. Adscrita a la Universidad Cesar Vallejo Perú. E-mail: mildred.ledesma@gmail.com
Edward Filomeno Huamani Alhuay
Doctor en Estadística y Magister en Estadística Aplicada en Universidad San Pedro. Licenciado en Estadística y adscrito a la Universidad Nacional Federico Villarreal. Perú. E-mail: eduardorey@hotmail.com

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Publicado
2018-10-01
Cómo citar
Barrientos Ramos, V. H., Díaz Tito, L. P., Ledesma Cuadros, M. J., & Huamani Alhuay, E. F. (2018). Capacitación de personal: Gestión de atención en Call Center de EsSalud. Revista Venezolana De Gerencia, 23(84), 1008-1018. https://doi.org/10.37960/revista.v23i84.31595
Sección
TRIMESTRE

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