STV Call Center

Proposal

Working Soluions
STV Call Center Proposal 2020

STATEMENT OF CONFIDENTIALITY AND NON-DISCLOSURE

This document contains proprietary and confidential information. All data submitted to
Irrepressible is provided in reliance upon it consent not to use or disclose any information
contained herein except in the context of its business dealings with Working Soluions. The
recipient of this document agrees to inform its present and future employees and partners who
view or have access to this document’s content of its confidential nature.

The recipient agrees to instruct each partner that they must not disclose any information concerning
this document to others except to the extent that such matters are generally known to, and are
available for use by the public. The recipient also agrees not to duplicate or distribute or permit
others to duplicate or distribute any material contained herein without Wiltech Solution’s express
written consent.

BY ACCEPTANCE OF THIS DOCUMENT, THE RECIPIENT AGREES TO BE BOUND

BY THE AFOREMENTIONED STATEMENT

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STV Call Center Proposal 2020

Contents
ABSTRACT ..................................................................................................................................................... 3
PROBLEM STATEMENT ................................................................................................................................. 3
PROPOSED SOLUTION .................................................................................................................................. 3
PROJECT OVERVIEW ................................................................................................................................. 4
PROJECT IMPLEMENTATION PROCEDURE ............................................................................................... 4
PROJECT ORGANIZATION ............................................................................................................................. 5
HIGH LEVEL DESIGN ...................................................................................................................................... 5
EQUIPMENT REQUIRED ................................................................................................................................ 5
PROJECT HANDOVER .................................................................................................................................... 6
TECHNICAL SUPPORT.................................................................................................................................... 6
CONCLUSION ................................................................................................................................................ 6

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STV Call Center Proposal 2020
ABSTRACT
Working Soluions is a software and General Supplies company that builds and maintains
customized Enterprise
Resource Planning software intended for Micro, Small, Medium Enterprises (MSME’s) and Large
Enterprises and is also involved in designing and maintenance of websites.

The following are the main objectives of this proposal:

Define the internal work processes of STV South Sudan

Outline the current problem statement together with the project Objective and Goals

Outline areas and work flow patterns that will need automation and a proposed implementation
plan

PROBLEM STATEMENT

STV manages a wide range of television related services in the whole of South Sudan.

Although STV has endeavored to manage its clients in the easiest way, it has been undone by the
current inability to communicate with its clients which has forced STV to consider implementing
a new Call Center to help it handle the different clients all over South Sudan

Some of the issues that have been realized by STV include but are not limited to:

Difficulty in tracking clients calls

Difficulty in tracking client complaints about their products and services

PROPOSED SOLUTION
Working Soluions proposes a call center solution for STV South Sudan to be able to communicate
effectively with the different clients all over South Sudan.

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STV Call Center Proposal 2020
PROJECT OVERVIEW

STV is seeking for a contractor to design, install and commission a modern call center solution.
STV further specifies that they wish to implement the call center solution as follows;
It will include setting up the new call center with 5 agents and 2 supervisors at their HQ offices.
STV will reserved phone numbers to be used by all subscribers on different mobile/fixed line
networks to access NCA call center toll free.
PROJECT IMPLEMENTATION PROCEDURE

Start

Kickoff Meeting

Preparation HLD Equipment

Site Survey
Supplier/Vendor

DLD Site Design Delivery

Installation and Commission

Integration
Commission

Overall Service Test

Delivery Handover and Training

End

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STV Call Center Proposal 2020
PROJECT ORGANIZATION
Based on STV’s requirements, Working Soluions’ responsibility will cover supply, survey,
delivery, installation, commissioning, Integration and training. It is very important to build strict
project organization, management and Implementation plan in advance

HIGH LEVEL DESIGN

EQUIPMENT REQUIRED
To accommodate a modern call center, we advise that the following be provided for the set up;

 Grand stream IP PBX UCM6510 / UCM 6205

 Network Switch
 Rack
 Trankings
 Patch panel

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STV Call Center Proposal 2020
 Patch cords
 UPS
 Compatible Headphones
 Computers
 Network cables
 Compatible telephone sets GRP2604
 Application server
 RJ45
 I/O module for RJ45
 Faceplates
 Air-conditioned room
 Compatible software
 Full time standby power supply
 MK

PROJECT HANDOVER
After network design and implementation, the project goes into common maintenance period,
Working Soluions and STV South Sudan engineering will work together for daily maintenance,
troubleshooting, optimization, and skill training, and handover the project to STV step by step.

TECHNICAL SUPPORT
After handover, Working Soluions will still provide technical support according to agreed
contract.

CONCLUSION
We hope this proposal can give all parties involved in this project a clear idea and guideline on the
project ahead and look forward to working with you on more projects in the future.

By Working Soluions. Page 6