Mejora en el proceso de calibraciones que disminuyan las quejas atribuibles al servicio y mejoren la productividad en el colaborador del grupo Bancolombia

Abstract

The Bancolombia group has an Integrated Services Desk, which is responsible for receiving, recording, diagnosing, solving, documenting and closing the incidents or requests that are presented to employees on a day-to-day basis, whether they present failures in the technical teams, inconsistencies in processes, damages and / or need to consult in favor of their obligations. In this way, the Integrated Services Table is the only point of contact for the employees of the Bancolombia group. The integrated service desk performs some monitoring to monitor and measure the quality and service provided to the bank collaborator, one of these follow-ups are calibrations made to calls, in order to identify critical processes or processes that represent complexity for an assessment, in the same way in the calibrations, attributes such as attitude and, above all, the response of the assessor to solve the incident of the collaborator are evaluated.