Elaboração de índices de desempenho através de métodos estatísticos multivariados: estudo de caso de um Contact Center especializado em recuperação de crédito

Abstract

Information is a key resource for decision making in organizations and the use of statistical techniques allows these decisions to be more effective. In Contact Centers this is no different, especially in organizations specializing in credit recovery, which have features as the high demand for results, assertiveness in the actions and decisions, as well as highly competitive market. In this context, statistical methods have vast potential to improve the way in which these organizations are managing their information and making their decisions. This work aimed to analyze part of the indicators used to assess the productivity of the operations of a Contact Center specializing in credit recovery, identify the relationships between them, and build a global index of operating performance that can synthesize these indicators. For this, we used the multivariate statistical technique Principal Component Analysis. The main topics on the subject have been described from the query part of the available literature. A database with historical information on the operational productivity of the organization studied was subjected to statistical analysis and the results were recorded. At the end, satisfactory results have been achieved in view of the initial objectives. This work also comes up in a superficial initiative before every contribution that statistical techniques can provide these organizations and, the methods used, can serve as a basis for solving similar problems in Contact Centers in other business, not restricted to specialized in credit recovery