Union Telecom is a Telecommunications project, offering long distance services nationally and internationally that allows users to make calls from the US and Canada to any country, this is contracted by the group of Telefonica del Peru. This company has a billing department, which has a collection method called sectorization, based on the distribution database for each collection agent at random, this makes the call agents according to their convenience to reach their own goals no matter the treatment, and not according to customer behavior, this situation has generated a climate of dissatisfaction for both customers and agents, reflected in high rates of resignations in the service and poor collectibility. As an engineer I could not be based on perceptions, so I used industrial engineering tools to collect information, calling it preliminary audit, where we got the information to know t...