Método para identificar la cantidad necesaria de personal en oficinas de atención al cliente

Abstract

The study presents a method for identifying the required number of personnel in customer service offices, ensuring regulatory compliance with a service level equal to or greater than 80%. An ex post facto approach is employed, supported by non-parametric statistical analyses and classification models such as decision trees. The dynamic adjustment of personnel distribution promoting morning shift coverage to balance workload, ensuring appropriate service times, improving absence control, and enhancing human resource management enables organizations to make strategic decisions that improve the customer experience throughout the service process. Consequently, the proposed method makes a significant contribution to organizational management and is applicable to similar contexts.