Start Up a Call Center Business – Part 4
Matters for Consideration
The members are requested to note the progress of Customer Contact Center Project.
Background Information
Following consultation process with the Departments all over the Council on an issues involved to establish Call Contact Center, following way was agreed: -
That commitment needs to be made in order to establish Customer Contact Center
This is major corporate priority
It will be situated at Corporate Services Finance building
The sources to deliver this will need further consideration
It is all planned that the Phase 1 of Customer Contact Center are delivered by April that involves Council Tax, Sundry Debt, Housing Benefits, Education allowances & free school meals.
All Contact Center basics needs to have in Call Center RFP
When you have done that, it is very hard to back out and not to talk about the damage, which it can cause to the customer service.
Now let us think that you have worked your means through that procedure: you have convinced the upper management that it is right method to go; and you have done thorough job to evaluate vendors, which will make good fit with the business.
Now we will move in next stage: writing request for the proposal, or else RFP.
RFP has two basic sections –overview and requirements. This part as well describes basics of the project, proposal format timeline & submission requirements.
Look at RFP overview
Start with some paragraphs describing about your company and some of questions to be answered include:
In what business is your company?
What is unique competitive location of your company?
Who are your company’s main competitors?
What is a profile of the company’s customers?
What is your company’s performance (stock performance, growth rate, etc.)?
How big your company is (revenues & employees)?
What is geographic span of the company?
What is the company’s growth policy?
Customer contact orientation
This segment must describe your company’s present involvement with the customer contact. In case there is no customer contact operation, then you must describe your company’s phase of familiarity with the customer contact or level of commitment from the senior management. If contact center is working, then your company must focus on what is missing from existing operation.
Questions to ask includes: Is your company having current customer contact operation? Yes, then how long it has been working?
Describe current management team & organizational structure and what is lacking in existing operation and what at present works with customer contact operation?
Here are sample questions to inquire about the mainframe environments:
Group Organization
Identify internal & external.
Identify which groups will change to a consulting company or else third party and that will stay.
Responsibilities of every group?
How is announcement done to every group?
Escalation?
Time span of coverage for every group?
Facilities
Overall description of the current raised floor services (area, site addresses).
Overall description of the group’s desktop that includes any special needs or requirements.
Security, convenience?
Identify DRP parameters.
Is surveillance in range?
Hardware Support
Overall description of the hardware environment at present in place.
Who co-ordinates & executes following functions:
On site repairs?
New hardware procurement and installation?
Upgrading current hardware?
Handling moves & changes?
Cabling new services as well as maintaining current cabling plant?
Maintaining hardware?
How many customers FTEs are involved?
What is hardware maintenance coverage?
Is hardware & software procurement centralized? Explain acquisition procedure.
How are the spares handled?
Does client have some contracts with the third party to give hardware support? If yes, what is a scope of agreement? Value of agreements and perceived service levels? In addition, what are actual levels attained?
Identify responsibilities linked with the problem management.
Describe on call or callout procedures and responsibilities.
Identify the responsibilities linked with the change management.
