Propuesta de un protocolo interno para el call center de la IPS CEMDI

IPS CEMDI is a center of experience that seeks to improve the quality of life of patients suffering from cardiovascular diseases, especially diabetes. On a daily basis, they treat a large number of patients, who are mostly elderly. The IPS CEMDI, has the In-house call center service, which means that the company invests in its own call center, with employees of its own payroll. In the beginning, the call center was inside the customer service department; however, it is currently a separate entity. Located in the same facilities of the IPS and has four workers, one of them is in charge of the call center. According to several comments from patients and an observation work, it should be noted that the call center service has problems regarding the delay in receiving calls and distant dates in the appointment allocation, so the proposal is to be created of an internal protocol for the IPS CEMDI call center.