E-LEARNING IN TRAINING TELEATENDANTS

ABSTRACT

For the success and future of a company in the telemarketing sector, the qualification of its internal customers, who are the teleattendents, is essential, since the guarantee of permanence of external customers is linked directly to the good service offered by the organization. Due to the dynamics of this business sector, with the enormous amount of information generated in the short term, consequently requiring a constant update of the knowledge of its main collaborators, e-Learning, online distance education through a computer, presents itself as A viable tool for qualification of tele-service professionals, being flexible to the time and space, allowing a better use of study, according to the conditions of each individual, and having the advantage of availability of access for all workers in this sector, characterizing In a teaching-learning democracy worldwide. In view of this, we sought to investigate in this scientific research, mainly, the importance of e-Learning for training teleatendents; For this purpose, the benefits of e-Learning in tele-talent training were collected, identified and analyzed through a semi-structured interview script. Four telemarketing employees with experience in the profession for more than twelve months were interviewed from two private companies, A and B, located in the municipality of Maceió, Alagoas, state of northeastern Brazil. After the quantitative and qualitative analysis of the responses, it was verified that all Telemarketing Operators have access to the e-Learning platform provided by the company, they feel ease in acquiring the knowledge, and understand that it is a viable instrument for training telemarketing.

KEYWORDS: Alagoas (BR). Business Education. e-Learning. Telemarketing.