Factors that Influence the Quality of Customer Service in Telecommunications Companies

Abstract

Customer service is the process of customer support before, during and after the purchase is made. The objective of this systematic review is to determine what is known about the factors that influence the quality of customer service in telecommunications companies in Latin America, in the scientific literature between 2011 and 2021. The PRISMA 2020 methodology was used, the search was performed in the databases Redalyc, Dialnet, Scielo and Scopus, applying inclusion criteria such as year of publication and countries of study. The result obtained shows that the countries of Mexico and Colombia have a high participation with 40% of articles, in turn, it was obtained that 18 articles are of mixed approach, where the most used tool was the questionnaire with 40% of participation and the type of study that prevails is descriptive with 36%. It is concluded that human capital, organizational climate, customer service time, accuracy of information, strategies and management tools have an influence at the time of providing customer service, so the correct operation and application of these factors should be verified.