Felicidad organizacional: una perspectiva desde la comunicación organizacional

Abstract

The present thesis project, focused on organizational communication within the call center company “Concentrix,” is based on an internship carried out under my role as an operations supervisor. In this context, I will focus on the communicative functioning of customer service centers. The population under study in my research will include both the call center agents and the customers who interact with them. This comprehensive approach will allow for an analysis not only of how employees manage information but also of how internal communication failures affect the productivity and efficiency of operations. I will consider demographic variables and individual characteristics to better understand the dynamics of communication in this environment. Therefore, the issue addressed in my project is related to the need to understand and improve communication within the call center setting. This will include identifying potential barriers to effective information transmission, assessing internal customer satisfaction, and proposing strategies to optimize interaction. Additionally, possible challenges associated with technological evolution and its impact on communication in this specific context will also be explored.