Posted in Community :
IT Sales and Business Development |
Business Process Management |
IT/ITES Leads and opportunities |
1 more ...
|
||
|
Activity:
2 comments
1815 views
last activity : 07 06 2010 20:18:04 +0000
|
||
|
|
1 Physical Office Set-up Mon 2 Complete the Architectural Plans for the 1st Floor Call Center 3 Develop Preliminary Architectural Drawings and Cost Estimates Mon 9/1/034 Review and Comment on Preliminary Design Mon 9/29/035 Finalize the Architectural Plans Thu 10/2/036 Schedule Construction Activities for the 1st Floor Call Center Wed 3/17/047 Procure Construction Services or Identify Construction Resources Wed 3/17/048 Prepare, Review, and Finalize the Construction Schedule Wed 3/17/049 Apply for Permits as Needed Wed 3/24/0410 Build Out Call Center According to Architectural Plans Wed 3/24/0411 Build/Move Walls and Doors Wed 3/24/0412 Install Sound Barriers (per architectural plans) Wed 3/24/0413 Modify HVAC as Needed Wed 3/24/0414 Install Conduit for Electrical Wiring and Phone Lines/Network Cables Wed 4/14/0415 Install Electrical Wiring and Light Fixtures Wed 4/14/0416 Install/Drop Network Cables/Phone Lines Wed 4/14/0417 Replace Carpeting Wed 4/14/0418 Paint Fri 4/16/0419 Inspect Build-out and Create Punch List Tue 4/20/0420 Execute Punch List Items Wed 4/21/0421 Approve the Build-out (Owner Approval) Wed 4/28/0422 Obtain Final (Permit) Inspections Thu 5/20/0423 Furnish and Equip the Call Center Thu 4/1/0424 Procure Furnishings (per architectural plans) Thu 4/1/0425 Install Furnishings NA26 Call Center Technology Mon 9/1/0327 Document Call Center PC and Phone Specifications Mon 9/1/0328 Develop Call Center Technology Plan and Diagrams (phones, headphones, PCs, monitors, printers, Thu 10/9/0329 Procure Phones, Computers and Appurtenances (per technology plan) Fri 10/10/0330 Install Hardware (Phones and Computers) and Test Network Connections (upstairs - temp offices) Mon 2/23/0431 Schedule technology installations in the Call Canter (MIS coordination with contractor) Mon 4/5/0432 Install and Test Network Connections in Call Center Mon 5/17/0433 Install and Test Software Fri 11/21/0334 Install and Test IP Call Manager Software Upstairs (temp offices) NA35 Install and Test Standard Office Automation Tools Fri 11/21/0336 Install and Test MAXIMO and MAXGIS Fri 3/26/0437 Move Technology the New Call Center NA38 Automate Frequently Asked Questions (FAQs) Tue 2/10/0439 Complete the FAQ Content Tue 2/10/0440 Review FAQ Presentation Options and Identify Preferred Tool/Approach Thu 4/1/0441 Procure FAQ Presentation Tool If Needed Thu 4/8/0442 Set Up Automated FAQ Access Thu 4/15/0443 Identify FAQ Tool Technical Administrator (Short Term) NA44 Document FAQ Update Procedures (Short Term) NA45 Identify FAQ Tool Technical Administrator (Long Term) NA46 Document FAQ Analysis and Update Procedures (Long Term) NA47 Standard Operating Procedures Mon 9/1/0348 Prepare Call Center Policy and Procedure Manual Mon 9/1/0349 Create Flow Charts for All Standard Contact Types and Methods Mon 9/1/0350 Document Procedures for All Standard Contact Types and Methods Mon 9/1/0351 Identify Potential "Special Circumstances" and Document Policies/Procedures for Handling Spe Mon 9/15/0352 Develop Training and Testing Policies (for Probation/Advancement of Call Center Representativ Mon 9/22/0353 Refine Call Center Job Descriptions as Needed to Conform to Policies Mon 10/27/0354 Communicate to Departments the Scope and Function of the Call Center Mon 5/3/0455 Training Materials Mon 9/1/0356 Identify On-Site Departmental Services Training Topics for Water, Utilities, Storm, Gas Mon 9/1/0357 Develop Shadowing Agendas (Learning Objectives) Mon 9/1/0358 Develop General Training Curriculum and Baseline Training Materials and Reference Material (to Su Mon 9/1/0359 Identify Instructors for Initial Training Topics Mon 9/15/0360 Develop Tests and Scoring Guidelines for Initial Training Topics Mon 9/1/0361 Develop Detailed, Modularized Training Curriculum and Update Training Manuals (to Support Roll-o NA62 Workload and Performance Measures Mon 9/1/0363 Call Center Workload and Performance Measures Mon 9/1/0364 Determine Timeframes for Reporting the Workload and Performance Measures (Monthly? Othe Mon 9/1/0365 Develop Technical Specifications for Calculating Agent Reports Tue 9/2/0366 Develop Technical Specifications for Calculating the Monthly Manager Reports Sun 2/1/0467 Develop Technical Specifications for Calculating the Call Center Quarterly Performance Measu Mon 9/1/0368 Configure Technology (Tables, Reports, Procedures) to Capture the Workload and Performance NA69 Departmental Service Delivery Performance Measures (Response, Mitigation, and Resolution Mon 8/2/0470 Develop Customer Service Goals for each Department (for Specific Call and Problem Types) Mon 8/2/0471 Design and Build Tools to Monitor Departmental Customer Service Performance (Detailed Mon Mon 8/30/0472 Design and Build Tools to Monitor Whether Departments are Achieving Goals (Higher Level City Mon 9/20/0473 Call Center Start-Up Mon 1/26/0474 Identify or Hire Additional Call Center Representative(s) Mon 3/1/0475 Train the Initial Call Center Representatives and Start Up their New Duties (per Training/Trans Mon 1/26/0476 MILESTONE: Begin Taking Calls at the Call Center Mon 1/26/0477 MILESTONE: Begin Processing Calls with MAXGIS Tue 6/1/0478 Assess and Refine the Training Materials NA79 Consider Call Center Growth and IVR Mon 11/1/0480 Analyze Call Center Workload and Performance Mon 11/1/0481 Decide Whether to Expand Hours of Operation NA82 If Needed, Add More Staff NA89 If Needed, Install IVR Software Mon 11/22/0490 Analyze call types and volume; define IVR requirements Mon 11/22/0491 If needed, install, configure, test, and implement IVR software for Call Center Mon 7/4/0592 If needed, install, configure, test, and implement IVR software for Departments Mon 8/15/0593 Expansion of Call Center Duties Fri 10/31/0394 Prepare for UBO Customer Service/Animal Care Dispatch Center (Account Inquiries and Poss NA113 MILESTONE: Call Center becomes First Stop for all UBO Calls (Begin Handling Billing Inquiries, Bas NA114 MILESTONE: Call Center becomes First Stop for all Animal Care Calls NA115 MILESTONE (External): Utilities Complete MAXIMO Implementation NA116 Prepare to Include Utilities (Water, Utilities, Storrm. Gas) Thu 6/24/04135 MILESTONE: Call Center becomes First Stop for all Utility calls NA136 MILESTONE (External): Streets and Solid Waste Complete MAXIMO Implementation NA137 Prepare to Include Streets and Solid Waste NA156 MILESTONE: Call Center becomes First Stop for all Streets and Solid Waste calls NA157 MILESTONE (External): Health (Vector Control and Animal Care) Completes MAXIMO Implementati NA158 Prepare to Include Health (Vector Control and Animal Care) NA177 MILESTONE: Call Center becomes First Stop for all Vector Control and Animal Care Calls NA178 MILESTONE (External): Complete Parcel, Tax ID, and Address Data Scrubbing NA179 MILESTONE (External): Code Enforcement Completes MAXIMO Implementation NA180 Prepare to include Code Enforcement NA199 MILESTONE: Call Center becomes First Stop for all Code Enforcement Calls NA200 MILESTONE (External): Park and Recreation Completes MAXIMO Implementation NA201 Prepare to Include Park Maintenance Calls NA220 MILESTONE: Call Center becomes First Stop for all Park Maintenance Calls NA221 MILESTONE (External): Facility Maintenance Completes MAXIMO Implementation NA222 Prepare to Include City Facility Maintenance Calls (Libraries, Museum, Rec Centers, etc.) NA241 MILESTONE: Call Center becomes First Stop for all Facility Maintenance Calls NA242 MILESTONE (External): Gas Complete MAXIMO Implementation NA243 OPTION: Extend MAXGIS to Include Basic Account Inquiry Functions and Possibly Payment Proces NA244 MILESTONE (External): Development Center Completes MAXIMO Implementation NA245 Prepare to Include Development Center NA264 MILESTONE: Call Center becomes First Stop for all Development Center Calls NA265 MILESTONE (External): Police and Fire Complete MAXIMO Implementation NA266 Prepare to Include Police and Fire Non-Emergency Calls NA285 MILESTONE: Call Center becomes First Stop for Police and Fire Non-Emergency Calls NA
2 comments on "Call Center - Project Plan"
Sort by:
Most Recent
Top Rated
Commented by
Deepa Nair, Managing Director / CEO
| 10 08 2008 11:13:53 +0000
Report Abuse
Not Rated
Commented by
Samir Nigam, Sr. Software Engineer , SRM TECHSOL Pvt. Ltd.
| 07 28 2008 04:48:23 +0000
Report Abuse
Not Rated
Found the article
"Call Center - Project Plan"
interesting ?
Share with your connections and communities
Viewers also viewed
|
|
Whichever sort of communication it is whether its in organizations or whether its from a product... |
|
|
1360 referals
68 arguments,
764 views
|
|
|
India to Nix Terror Center Plan The United Progressive Alliance government seems left with no... |
|
|
98 referals
1 comments,
19 views
|
|
|
Do we need Development Planning for Villages vs Do we ignore development Planning for Villages |
|
|
233 referals
37 arguments,
698 views
|
|
|
|
|
|
|
Recent Knowledge (78)
|
|
Online DOCTOR- Informative too.... This site is very informative, which ever diseases you... |
|
|
103 referals
10 comments,
237 views
|
|
|
|
IMPORTANT ADVISORY Do not open any message with an attachment called:"Invitation FACEBOOK",... |
|
|
100 referals
3 comments,
28 views
|
|
|
The patriarch of BJP left his party and the RSS fuming as he lavished praise on the Indian Prime... |
|
|
252 referals
2 comments,
33 views
|
|
|
|
|
Sponsored Jobs
More From Author
Formatting & Editing was fine when I created this, but while uploading it got disturbed |
Table A.1 Primary Key Performance Indicator Metrics Performance Indicator Sample Calculation (Actual calculations to be determined during Task order negotiations) Expected Target Performance* Frequency of Measure/ Reporting Response Time 1.... |
1 Physical Office Set-up Mon 2 Complete the Architectural Plans for the 1st Floor Call Center 3 Develop Preliminary Architectural Drawings and Cost Estimates Mon 9/1/03 4 Review and Comment on Preliminary Design Mon 9/29/03 5 Finalize the... |