Faculty Advisor

Gerstenfeld, Arthur

Faculty Advisor

Vernon-Gerstenfeld, Susan


In a project commissioned by the Telecommunications Department of the Instituto Costarricense de Electricidad y Telecommunicaciones, ICETEL, we developed a procedure for implementing a telemarketing program as well as recommended better advertising procedures for ICETEL's new services. Through surveying ICETEL's clients in the agencies in the San Jose and Puntarenas regions, we were able to gain information on the types of services the clients have, their knowledge and satisfaction levels with ICETEL's services, and their opinions regarding the implementation of a telemarketing program. We used this information in order to recommend a target population for ICETEL as well as a procedure that would comply with the results of our clients surveys. This project will assist ICETEL in the implementation of a customer service number, Telegestion 115, in the Puntarenas region and the telemarketing program in both the San Jose and Puntarenas regions, and eventually the whole nation.


Worcester Polytechnic Institute

Date Accepted

January 1999

Project Type

Interactive Qualifying Project


Restricted-WPI community only

Advisor Department


Advisor Department

Interdisciplinary Programs