Prácticas de talento humano y su influencia en la alta rotación de personal en el call center Konecta de la ciudad de Manizales
Fecha
2025
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Editor
Universidad de Manizales
Referencia bibliográfica
Resumen
La presente investigación analiza la influencia de las prácticas de talento humano en la alta rotación de personal en el call center Konecta de la ciudad de Manizales durante el periodo 2024- 2025. A través de un enfoque mixto, que combina la aplicación de encuestas a colaboradores activos y entrevistas a excolaboradores, se identificaron factores determinantes en la decisión de permanencia o retiro, entre los cuales sobresalen la carga operativa, la ausencia de oportunidades de crecimiento profesional y la percepción de desajuste entre el esfuerzo laboral y la remuneración recibida. Los resultados muestran que, aunque los procesos de capacitación e inducción son valorados positivamente, la falta de planes de carrera y la monotonía de las tareas contribuyen significativamente al desgaste y desmotivación de los empleados. El estudio concluye que las prácticas de gestión humana requieren fortalecerse mediante estrategias de fidelización del talento, programas de desarrollo profesional y planes de intervención que permitan reducir la rotación, mejorar el clima organizacional y garantizar la sostenibilidad del servicio.
This research analyzes the influence of human talent practices on high staff turnover at the Konecta Call Center in the city of Manizales during the period 2024–2025. Using a mixedmethod approach, which combined surveys with active employees and interviews with former collaborators, the study identified key factors influencing the decision to remain or resign. Among the most relevant variables are workload, lack of professional growth opportunities, and the perceived imbalance between labor effort and compensation. Results show that training and induction processes are positively valued; however, the absence of career development plans and the monotony of tasks significantly contribute to employee dissatisfaction and burnout. The study concludes that human resource management practices must be strengthened through talent retention strategies, professional development programs, and comprehensive interventions aimed at reducing turnover, improving organizational climate, and ensuring service sustainability.
This research analyzes the influence of human talent practices on high staff turnover at the Konecta Call Center in the city of Manizales during the period 2024–2025. Using a mixedmethod approach, which combined surveys with active employees and interviews with former collaborators, the study identified key factors influencing the decision to remain or resign. Among the most relevant variables are workload, lack of professional growth opportunities, and the perceived imbalance between labor effort and compensation. Results show that training and induction processes are positively valued; however, the absence of career development plans and the monotony of tasks significantly contribute to employee dissatisfaction and burnout. The study concludes that human resource management practices must be strengthened through talent retention strategies, professional development programs, and comprehensive interventions aimed at reducing turnover, improving organizational climate, and ensuring service sustainability.
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Palabras clave
Gestión del talento humano, Rotación de personal, Gestión humana, Clima organizacional
