Revistas de investigación UNMSM

Proposals module call center operations in Manizales, Colombia

Authors

  • Alex Ovalle Castiblanco Universidad Autónoma de Manizales –Colombia.
  • Yesid Forero Páez Universidad Autónoma de Manizales –Colombia.

DOI:

https://doi.org/10.15381/idata.v18i1.12074

Keywords:

call center, ergonomic, work’s modules, technical standards

Abstract

Call center are presented as a strategy that allows organizations to centralize business and delegate the organizational function of the relationship company - client. Its operation is based on the number of stations or modules in order to ensure better productivity of the system. This work intends to make a proposal for module used in the call center in the city of Manizales - Colombia, taking into account the standard technique Colombian NTC 1440 and international standards from the National Institute of safety and hygiene at work NTP 242 and NTP 602, with regard to ergonomic factors. The population was divided by a proportional stratified probability of cluster sampling. As a result it is proposed a flexible modular prototype, which has the conditions with which it is expected to achieve increases in productivity and reduction of injuries or illnesses that may occur when working on the modular system.

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Author Biographies

  • Alex Ovalle Castiblanco, Universidad Autónoma de Manizales –Colombia.

    Magíster en creatividad e innovación en las organizaciones, especialista en gerencia de negocios internacionales, Ingeniero Industrial, Docente del programa de Ingeniería Industrial Universidad Autónoma de Manizales –Colombia. 

  • Yesid Forero Páez, Universidad Autónoma de Manizales –Colombia.

    Candidato a Magíster en Ingeniería Industrial con énfasis en Dirección de Producción y Operaciones, especialista en computación para la docencia, Ingeniero Industrial, Coordinador del programa de ingeniería industrial Universidad Autónoma de Manizales –Colombia.

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Published

2016-06-23

Issue

Vol. 18 No. 1 (2015)

Section

Sistemas e Informática

License

Copyright (c) 2015 Alex Ovalle Castiblanco, Yesid Forero Páez

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

AUTHORS RETAIN THEIR RIGHTS:

a. Authors retain their trade mark rights and patent, and also on any process or procedure described in the article.

b. Authors retain their right to share, copy, distribute, perform and publicly communicate their article (eg, to place their article in an institutional repository or publish it in a book), with an acknowledgment of its initial publication in the INDUSTRIAL DATA.

c. Authors retain theirs right to make a subsequent publication of their work, to use the article or any part thereof (eg a compilation of his papers, lecture notes, thesis, or a book), always indicating the source of publication (the originator of the work, journal, volume, number and date).

How to Cite

Proposals module call center operations in Manizales, Colombia. (2016). Industrial Data, 18(1), 119-127. https://doi.org/10.15381/idata.v18i1.12074