Estudio del ROI de un programa de formación en el personal de atención al cliente de la empresa Cinestar y Movie Time de las sedes de Lima.

Abstract

The main objective of this project is to evaluate the profitability of a customer service training program through the ROI model in the company Star Group. From the evaluation and analysis of the customer service area main shortcomings, the need to implement this program is determined based on the current service deficiencies. The ROI gives us information for the evaluation of the results obtained in a training program quantifying the economic benefits and comparing them with the costs incurred to implement the program. It should be noted that the company currently does not have a training program annual plan, so based on the evaluation that describes the actual situation of the provided service; improvements were made to reduce the level of customer complaints at Lima offices. To carry out the analysis a quantitative methodology has been used and a quasi-experimental methodological research design. The results obtained in this research allowed to determine that through a training program, the performance of the customer service area workers has improved, and this change has been perceived favorably by the clients; likewise, after applying the ROI model the acceptance of the proposed hypothesis was concluded, since the results of the implementation were positive compared to the costs incurred, therefore the investment made in the program generated profitability.