SNHU - IT-485 Software Development in Distributed Systems
Written by: Chris Bell - August, 2014
Project Charter Document 24/7 Call Center
Project Charter Purpose
Keep call center representatives operational
The purpose of this project is to make the call center more efficient because it's losing $1,000 for every 10 minutes a representative is not operational. Our plan is to limit downtime, increase system speeds and implement a Customer Relationship Management system (CRM). The CRM will increase the efficiency of the sales staff by storing all of the customer information in one place and prompting them with calendar-pop-ups to call their customers in an organized fashion. The CRM also has electronic marketing capabilities that break the customers into classes and send emails specific to each class.
CRM technology has proven to be the best option for limiting the amount of time between phone calls. When it takes ten minutes for the sales person to hang up and redial, it costs the company $1,000. CRM's are built to limit that amount of time and it can be implemented with the help of our IT department and management.
Oversees the entire project with the goal of limiting downtime between phone calls and increasing the efficiency of their staff
Manages the design and creation of the CRM architecture
Work with the sales manager to break customers into similar classes
Create events that prompt sales staff to "do" something such as follow up, send sample, quote item etc.
Creates the classes of customers, customer profile information and automatic call back prompts. For instance, when a sales person finishes a call they will make applicable notes from the call and there will be an automatic prompt set up for 3 months down the road. Secondly, the next customers call-back on the list pops up directly after closing the previous customer.
The sales manager will be responsible for determining how often to call each customer, the customer classes or groups, and including the necessary information at the staff's finger tips (phone number, previous notes, YTD sales, etc).
The project manager will report their plans, budget, scope and time frame to the CIO and CFO to get approval. They will be interested in how much time and money will be spent in order to create a return on investment down the road. If the project costs $100,000 of company time, the CIO and CFO will want to see a savings of at least $10,000 per month within their call center.
Call Center Representatives
Internet Service Provider
Customer data can get corrupted and/or lost during the export/import.
Using a cloud based solution in a call center could leave the center stranded with either an internet outage or the cloud service outage.
The current internet speed offered from our local providers may not satisfy demand
High speed connection may not be available from local internet providers and additional costs may occur to create connections
Users will need to be trained on the CRM and notified that management is working towards less downtime. We'll be available 24/7 to help with technology issues related to our software. We average 15 minutes to solve any request from clients which is less than half the amount of time it currently takes.
Maintaining, fixing and updating our software is included. However, we cannot service software that we didn't implement without an additional charge.
Service Level Performance:
We're available 24/7 via email
We're open 10 hours per day via phone
Roles and Responsibilities
The help desk is available via email 24 hours per day to help with immediate issues
The IT manager will be available daily to assist the help desk with bigger issues. The IT manager has a quick response time and efficient level of service.
Brown, C. (et al) (2012). Managing Information Technology. 7th ed. Pearson. Saddle River, N.J.