Project Management and Planning Resources
Call Center Setup Call center models range from the simple internal IT help desk, to a fully staffed customer care department, to the more complex multi-channel systems with IVR (Intelligent Voice Recognition) and ACD...
1. General Call Center Software Project Requirements 1.1. Scalable to support multiple call center locations 1.2. Track both inbound and outbound customer communications 1.2.1. Provide performance metrics and reporting on call queue 1.2.2. Provide...
Implementation of a Customer Support Call Center will result in the following outcomes: Quality management plan to ensure all calls meet minimum quality standard based on numeric scoring model. Baseline for Average Handle Time...
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...
1. Project kickoff 1.1. Project sponsor issues charter 1.2. Identify stake holders 1.3. Assemble project team 2. Needs Assessment 2.1. Scope 2.1.1. Interview stake holders 2.1.2. Customer satisfaction survey 2.1.3. Gap analysis 2.2. Schedule...