Análisis estratégico de telceneter panamericana para el diseño, organización y monitoreo de vendors

Abstract

Call Centers are undoubtedly an activity that belongs to Customer Management area of each company, as many other activities it usually outsource it since it require a large deployment and infrastructure. When a company begins its growth it's inevitable that the strategies, the models and the whole organization evolve. The Vendor Management is a very important part of this evolution and plays a determinant roll. There are too many models to monitoring and management the performance of Vendors, each company according to their reality chooses which suits you. The following investigation examines and determines the internal and external key aspects of the company and the strategies that have to take into consideration to choose the type of Management and monitoring of Vendors.