Structuring and implementing a customer service center for telecommunications SMEs in Colombia

Abstract

This document proposes the implementation of a care center customer for small and medium-sized enterprises (SMEs) in Colombia as a new business plan. The methodology begins with the study of the current situation of the company, identifying the problem (customer dissatisfaction with company response in Colombia). Later, multiple studies were conducted including general environment analysis and the marketing plan, to finally establish the possibility of consolidating this expansion opportunity within a company. The results suggest that the business model developed is viable because it generates economic benefits for businesses. The main conclusion is that implementing the Contact Center for companies, in addition to being necessary, is feasible and increases productivity.