Call Center Setup Project Risk Matrix

This following are examples of risks which may be pertinent to a call center implementation project. This is not an exhaustive list of all Call Center Setup project risks and may not be applicable to your particular project. Rather, this matrix is intended to provide a framework for identifying, prioritizing and managing risk.

Risk Description

Impact

Probability

Severity

Mitigation Strategy

Priority Scale 1-5 (5 = most severe, greater probability)

(A)

(B)

(A*B)


Technology: Data and/or Voice circuit failure.

5

3

15

1. Seek alternate fixed / wireless data / voice provider
 

Technology:  Call center software failure

5

2

10

1. Implement redundant environment that supports immediate fail over.
2. Ensure all policies, procedures and basic customer service information is documented and distributed in paper format.

Quality:  Inadequate staffing to handle call volume.

3

3

9

1. Utilize intelligent call routing software.
2.  Ensure WWW site maintained with knowledge base to support basic customer service queries.  Direct customers to WWW site via system announcements.
3.  Actively review and manage call queue.  Make staffing adjustments as necessary.

Quality:  Customer not satisfied with call center service.

5

2

10

1. Comprehensive staff training
2. Standardized customer greeting scripts, email responses, etc.
3. Active management review and critique of calls.

Quality:  Cannot meet customer SLA requirements.

5

2

10

1. Comprehensive performance reporting
2. Regular interaction with customer; solcit feedback; customer surveys; establish performance benchmarks, goals

Staffing:  High staff turnover

3

3

9

1.  Offer performance based incentives.
2.  Encourage and provide training to support mobility within the company.
3.  Implement programs to underscore the importance of employee health, welfare and job satisfaction.

Financial:  High fluctuation in demand for services

4

3

12

1. Secure long term contracts

Environment:  Employees in call center environment inherently at risk for repetitive motion injuries and stress disorders

3

2

6

1. Employee health and safety training
2. Enforced break / rest period policy
3.  Adequate insurance coverage to cover issue management and resolution

For additional reference, review the Project Risk Register and Risk Impact and Probability Assessment documents.

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