“En 2019, teníamos 1 millón 200 mil atenciones, y al día de hoy tenemos el doble”: Andrea Núñez, Gerente de Servicios de AFP Capital sobre los desafíos futuros

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En un entorno cada vez más digital y cambiante, AFP Capital ha logrado adaptarse para ofrecer una atención personalizada y eficiente a sus clientes. Andrea Núñez, Gerente de Servicios, destaca el impacto de la tecnología en la transformación del servicio al cliente, el manejo exitoso de más de 5 millones de solicitudes de retiro y cómo la innovación es clave para seguir respondiendo a las necesidades de los afiliados. “El cambio es lo único seguro”, afirma, enfatizando la importancia de mantenerse a la vanguardia en un mercado en constante evolución.

AFP Capital, una de las principales administradoras de fondos de pensiones en Chile, ha buscado adelantarse en esta transformación. Andrea Núñez, Gerente de Servicios, nos detalla cómo la empresa ha logrado equilibrar el uso de tecnología con un servicio personalizado, garantizando una atención eficiente y cercana.

En los últimos años, la atención al cliente ha experimentado un cambio radical, impulsado por el aumento de la demanda y la digitalización. “En 2019, teníamos 1 millón 200 mil atenciones, y a día de hoy tenemos el doble“, afirma Andrea Núñez, Gerente de Servicios de AFP Capital. Este crecimiento refleja un interés cada vez mayor por parte de los clientes en el manejo de sus fondos, y también la necesidad de adaptarse a nuevas formas de comunicación.

“La gente está mucho más informada e interesada en lo que pasa con sus fondos, y nosotros hemos cambiado nuestro comportamiento para responder a estas demandas”, añade Núñez, destacando la importancia de la tecnología y el teletrabajo en la actualidad.

La transformación del servicio y la pandemia

La pandemia trajo consigo un cambio sin precedentes en el sistema de pensiones, con la posibilidad de realizar retiros de fondos. “Tuvimos más de 5 millones de solicitudes para retiros“, recuerda Núñez. A pesar del aumento explosivo en la demanda, AFP Capital fue capaz de absorber el volumen de solicitudes de manera eficiente, asegurando que los afiliados recibieran la atención adecuada.

La digitalización por otro lado, ha sido clave para la evolución de la administradora, facilitando que gran parte de los trámites sean realizados de manera remota. “La tecnología ha influido significativamente en la atención a clientes”, comenta Núñez. AFP Capital ha implementado herramientas como chatbots y plataformas digitales que permiten realizar los trámites más sencillos de forma autónoma, dejando los casos más complejos a personal altamente capacitado.

“Queremos que los trámites simples se gestionen a través de un chatbot, para que nuestros colaboradores puedan concentrarse en lo más especializado“, explica.

Norma ISO 10.002

AFP Capital se convirtió en pionera en la implementación de la norma ISO 10.002, un estándar que asegura una gestión eficiente y transparente de los reclamos. “Fuimos pioneros en la solicitud de esta norma porque no es fácil abordar el tema de las quejas, pero sí es crucial”, detalla Núñez. La certificación garantiza que los flujos de reclamos sean rápidos y simples, mejorando la experiencia del cliente.

En este sentido, la adaptabilidad ha sido uno de los pilares de AFP Capital, especialmente en un entorno donde la tecnología cambia constantemente. “El cambio es lo único seguro“, señala Núñez. La empresa trabaja de manera continua en ajustar sus servicios para satisfacer las necesidades de los clientes, tanto en Chile como en el extranjero, utilizando la tecnología como motor de mejora.

El proceso de pensión

Uno de los servicios clave de AFP Capital es guiar a sus afiliados en el proceso de jubilación. “Antes de que cumplan la edad de jubilación, entregamos información previa para que el proceso sea claro y sencillo”, explica Andrea Núñez. Este acompañamiento permite a los pensionados tomar decisiones informadas y seguras al momento de ejercer su derecho.

Con este fin, la administradora ha implementado una estrategia de atención integral que combina la tecnología con un trato personalizado. “Cuando una persona nos visita, tanto física como digitalmente, puede hacer diversos trámites que constituyen la primera etapa”, explica Núñez. El siguiente paso es la videoatención directa con ejecutivos, y finalmente, si es necesario, el cliente puede ser atendido presencialmente por un ejecutivo especializado.

Desafíos a futuro

El mañana presenta nuevos desafíos para AFP Capital, donde para Nuñez afirma que “mantener al equipo comprometido y capacitado, junto con la constante implementación de nuevas tecnologías, es fundamental para seguir ofreciendo un servicio de alta calidad en un entorno que no deja de cambiar“.

Héctor Véliz
Héctor Vélizhttps://www.diariosustentable.com/
Relator de historias, eventos y sucesos que inspiran al mundo a ser un lugar más sustentable.

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top: 4px; left: -1.5rem; display: block; width: 16px; height: 16px; pointer-events: none; content: ""; background-color: #ffffff; border: #adb5bd solid 1px; border-radius: 50%; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsOptionsCheckbox .label-description::after { position: absolute; top: 0px!important; left: -1.5rem; display: block; width: 1rem; height: 1rem; content: ""; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow .label-description::after { position: absolute; top: 0px!important; left: -1.5rem; display: block; width: 1rem; height: 1rem; content: ""; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .custom-radio .custom-control-label::after { background: no-repeat 50%/50% 50%; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .custom-checkbox .custom-control-label::after, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsOptionsCheckbox .label-description::after, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-interestGroupsRow .ml-form-interestGroupsRowCheckbox .label-description::after, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow .label-description::after { background: no-repeat 50%/50% 50%; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-fieldRow .custom-control, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow .custom-control { position: relative; display: block; min-height: 1.5rem; padding-left: 1.5rem; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-fieldRow .custom-radio .custom-control-input, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow .custom-radio .custom-control-input, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-fieldRow .custom-checkbox .custom-control-input, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow .custom-checkbox .custom-control-input { position: absolute; z-index: -1; opacity: 0; box-sizing: border-box; padding: 0; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-fieldRow .custom-radio .custom-control-label, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow .custom-radio .custom-control-label, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-fieldRow .custom-checkbox .custom-control-label, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow .custom-checkbox .custom-control-label { color: #000000; font-size: 12px!important; font-family: 'Open Sans', Arial, Helvetica, sans-serif; line-height: 22px; margin-bottom: 0; position: relative; vertical-align: top; font-style: normal; font-weight: 700; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-fieldRow .custom-select, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow .custom-select { background-color: #ffffff !important; color: #333333 !important; border-color: #cccccc; border-radius: 4px !important; border-style: solid !important; border-width: 1px !important; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 14px !important; line-height: 20px !important; margin-bottom: 0; margin-top: 0; padding: 10px 28px 10px 12px !important; width: 100% !important; box-sizing: border-box !important; max-width: 100% !important; height: auto; display: inline-block; vertical-align: middle; background: url('https://assets.mlcdn.com/ml/images/default/dropdown.svg') no-repeat right .75rem center/8px 10px; -webkit-appearance: none; -moz-appearance: none; appearance: none; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow { height: auto; width: 100%; float: left; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-input-horizontal { width: 70%; float: left; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-button-horizontal { width: 30%; float: left; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-button-horizontal.labelsOn { padding-top: 25px; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .horizontal-fields { box-sizing: border-box; float: left; padding-right: 10px; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow input { background-color: #ffffff; color: #333333; border-color: #cccccc; border-radius: 4px; border-style: solid; border-width: 1px; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 14px; line-height: 20px; margin-bottom: 0; margin-top: 0; padding: 10px 10px; width: 100%; box-sizing: border-box; overflow-y: initial; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow button { background-color: #000000 !important; border-color: #000000; border-style: solid; border-width: 1px; border-radius: 4px; box-shadow: none; color: #ffffff !important; cursor: pointer; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 14px !important; font-weight: 700; line-height: 20px; margin: 0 !important; padding: 10px !important; width: 100%; height: auto; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow button:hover { background-color: #333333 !important; border-color: #333333 !important; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow input[type="checkbox"] { box-sizing: border-box; padding: 0; position: absolute; z-index: -1; opacity: 0; margin-top: 5px; margin-left: -1.5rem; overflow: visible; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow .label-description { color: #000000; display: block; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 12px; text-align: left; margin-bottom: 0; position: relative; vertical-align: top; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow label { font-weight: normal; margin: 0; padding: 0; position: relative; display: block; min-height: 24px; padding-left: 24px; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow label a { color: #000000; text-decoration: underline; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow label p { color: #000000 !important; font-family: 'Open Sans', Arial, Helvetica, sans-serif !important; font-size: 12px !important; font-weight: normal !important; line-height: 18px !important; padding: 0 !important; margin: 0 5px 0 0 !important; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow label p:last-child { margin: 0; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedSubmit { margin: 0 0 20px 0; float: left; width: 100%; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedSubmit button { background-color: #000000 !important; border: none !important; border-radius: 4px !important; box-shadow: none !important; color: #ffffff !important; cursor: pointer; font-family: 'Open Sans', Arial, Helvetica, sans-serif !important; font-size: 14px !important; font-weight: 700 !important; line-height: 21px !important; height: auto; padding: 10px !important; width: 100% !important; box-sizing: border-box !important; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedSubmit button.loading { display: none; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedSubmit button:hover { background-color: #333333 !important; } .ml-subscribe-close { width: 30px; height: 30px; background: url('https://assets.mlcdn.com/ml/images/default/modal_close.png') no-repeat; background-size: 30px; cursor: pointer; margin-top: -10px; margin-right: -10px; position: absolute; top: 0; right: 0; } .ml-error input, .ml-error textarea, .ml-error select { border-color: red!important; } .ml-error .custom-checkbox-radio-list { border: 1px solid red !important; border-radius: 4px; padding: 10px; } .ml-error .label-description, .ml-error .label-description p, .ml-error .label-description p a, .ml-error label:first-child { color: #ff0000 !important; } #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow.ml-error .label-description p, #mlb2-12234090.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow.ml-error .label-description p:first-letter { color: #ff0000 !important; } @media only screen and (max-width: 400px){ .ml-form-embedWrapper.embedDefault, .ml-form-embedWrapper.embedPopup { width: 100%!important; } .ml-form-formContent.horozintalForm { float: left!important; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow { height: auto!important; width: 100%!important; float: left!important; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-input-horizontal { width: 100%!important; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-input-horizontal > div { padding-right: 0px!important; padding-bottom: 10px; } .ml-form-formContent.horozintalForm .ml-button-horizontal { width: 100%!important; } .ml-form-formContent.horozintalForm .ml-button-horizontal.labelsOn { padding-top: 0px!important; } } function ml_webform_success_12234090() { var $ = ml_jQuery || jQuery; $('.ml-subscribe-form-12234090 .row-success').show(); $('.ml-subscribe-form-12234090 .row-form').hide(); } fetch("https://assets.mailerlite.com/jsonp/756599/forms/112709122495874564/takel")

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