O CALL CENTER E A REGULAÇÃO NAS EMPRESAS DE ENERGIA ELÉTRICA: ESTUDO DE CASO DO CALL CENTER DA COMPANHIA DE ELETRICIDADE DO ESTADO DA BAHIA COELBA

Abstract

This thesis aims to show the reality of a Call Center in a company regulated services, focusing on a case study in the Electricity Company of Bahia - Coelba, evaluating and pondering how the regulatory aspects influence and define the role of energy companies Electrical and her way to meet and connect with their customers, by one of his relationship channels, rated as the largest, fastest and most modern - the Call Center also known as Customer Service Center - SAC. As a first hypothesis we considered the pursuit of maintaining the indices of customer satisfaction and reduce the impacts of indicators imposed by regulation on a daily basis of call centers, CTA. As a second possibility was considered that the impact of regulation will be reduced from the extensive knowledge and operation of a CTA, its management, people, technology and processes and procedures. To evaluate the impact of regulation on business services was used the historical approach of the implementation of Call Center in Coelba taking into account the beginning of service via telemarketing call center and its development. It was also the emergence of regulation of this channel, its development over the years associated with the technological, institutional and legal lenvando to increased customer satisfaction and improved company image.