Evaluación de la gestión estratégica del Contact Center de la Empresa Eléctrica Regional Centro Sur C. A. y la propuesta de un plan de auto sustentabilidad en el corto y mediano plazo

Abstract

Empresa Eléctrica Regional Centro Sur C.A. (CENTROSUR), in a daily basis, focuses its efforts to Customer Service Quality Assurance, goal that is implicit in its whole service portfolio. This thesis starts with an AS – IS analysis of the current CENTROSUR´s Contact Center activities, from a holistic view, starting from the CENTROSUR´s analysis of Strategic Management, trying to identify gasps and improvement opportunities in between, oriented to innovation of the current service portfolio, that would need to be able to meet the needs and expectations of the Ecuadorian Electricity Sector new vision (Smart Grids). It also includes the development of a Servuction Model, oriented to better the actual Contact Center-Customer Service perception, thanks to the every identified shareholder active participation. Finally, the present work shows a Contact Center Sustainability Model that can be applied for CENTROSUR´s case. At this point, we recommend its services portfolio to be expanded to other electricity utilities in the country. This will generate additional income that will guarantee its medium-term sustainability. All information has been provided by CENTROSUR for academic purposes only