Análisis del Proceso de Selección de Personal en las Empresas de Servicios ¨Centro De Llamadas¨ en Guayaquil, 2022

Abstract

The present study exposes the consequent analysis of the recruitment processes in call centers that gives way to the discovery of information that indicates that this type of organization has a process of massive consumption of collaborators and this brings about the different types of personnel rotation. The objective is to "Analyze the personnel selection process in service companies: ¨call centers¨ at Guayaquil, year 2022. The methodology used is descriptive, documentary research and deductive method in which the interview was used to collect information. The population is 18 companies and the sample has been chosen according to the need for the investigation, establishing that they are of a non- probabilistic type constituted by 10 organizations. The results stem from collaborators between 19 and 26 years old who are men and women who start as telephone advisors because they are studying or are looking for their first work experience. There is also a high turnover rate as result of the low salary level or excessive working hours to achieve the organizational goals. In conclusion, in order to establish a better recruitment process, it is necessary to have the requested vacancy well defined and to carry out a follow-up process for new employees for 3 months in order to provide them with an excellent work environment and to be able to be comfortable in their new position.