Improving Call Center at Universidad Ana G. Méndez

Abstract

In today's dynamic business environment, call centers serve as pivotal touchpoints between organizations and their stakeholders, necessitating constant optimization to meet evolving demands. This abstract presents a nuanced examination of strategies aimed at enhancing call center operations within the context of Universidad Ana G. Méndez (UAGM). Through the lens of methodologies such as DMAIC, Voice of the Customer analysis, and Value Stream Mapping, this study delves into the identification and resolution of key challenges such as high call abandonment rates and inefficient workflow processes. By synthesizing empirical research and industry best practices, the study offers actionable insights to transform UAGM's call center into a strategic asset, fostering improved customer satisfaction, operational efficiency, and organizational competitiveness. This research contributes to the broader discourse on call center management and underscores the importance of proactive adaptation to meet the demands of contemporary service provision. Key Terms ⎯ Call Center Efficiency, DMAIC Methodology, Operational Optimization, Voice of the Customer Analysisco.