Diseño de procesos de atención y posventa aplicando el modelo CCOR en una empresa de planes telefónicos

Abstract

CONDITION FOR PUBLICATION OF PROJECT. project was developed with the aim of designing structures for customer service, sales, and after-sales processes in a telecommunications company, using the CCOR (Customer Chain Operations Reference) model as a reference. The study began by identifying a central problem: the lack of written protocols, the absence of formal communication between departments, and the lack of post-sales follow-up mechanisms, which negatively impacted on the traceability of customer management and experience. The methodology applied included a situational diagnosis based on direct observations and interviews, which made it possible to identify improvements in commercial processes. As a result, proposals were designed in line with the components of the CCOR model, which are relating, selling, and assisting. These include the development of a manual, the creation of customer service and sales protocols, the formalization of the use of communication channels, and the definition of key performance indicators (KPIs) to enable constant monitoring of the effectiveness and quality of processes. In this way, the project contributes to improving the company's competitive position in the market, while also promoting continuous improvement, traceability of management, and regulatory compliance through process standardization. Keywords: Traceability, Customer service, CCOR model.