SykkelParts, Inc.

Project Charter
November 13, 2022

Project Information: Training call center service improvement

Project Name: ACE (Awesome Customer Experience)
Project Sponsor: SykkelParts Executive Management Team
Project Owner: VP Customer Sales

Stakeholders

Executive Management team

VP Customer Sales

Call Center leadership

L and D leadership (includes ID and trainers)

Call Center SME’s

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Business Case
SykkelParts, Inc. is an established bicycle company that began in the Scandinavian
market and expanded to serve Europe and the Americas. A central call center provides
customer support and is heavily relied on for bicycle parts orders in addition to online
sales. The problem is that SykkelParts has experienced a drop in sales over the
previous three quarters along with an increase in complaints about the call center
customer service. The SykkelParts executive management team has set a goal of 20%
improvement in call center customer interactions as measured by responses to a formal
customer survey.

This project will improve call center customer interactions by launching a series of
trainings designed for call center staff. Upon successful completion of the training
series, call center staff will apply company standards and expectations in all customer
contacts. Formal customer surveys will measure progress toward the 20%
improvement goal and will track the call center team’s progress.

Business Objectives
Increase customer satisfaction by 20%, measured by customer survey data collected
within three-months post-training.

Project Deliverables
1. Call Center Training Module (SCORM Compliant) that focuses on positive
interactions with customers. This will contain instruction, activities, assessment
and supporting content.
2. Customer Satisfaction evaluation plan, which includes development,
management and evaluation of the survey.

In Scope
1. Create a training module for the call center employees on positive interactions
with customers to produce a growth of 20% customer satisfaction.

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 2. Design a customer survey that reflects good customer service elements of the
call center training and implementation. Conduct follow up research and produce
a report of the findings on customer satisfaction improvement, post training.

Out of Scope
The project will not address the lack of awareness of call center company policies, the
company's drop in sales over the last 3 quarters, the results from the market study that
showed lack of brand awareness, or company placement in top 25% for half of the KPI’s
identified in industry benchmarking initiative.

Project Completion Criteria

1. SME’s and Operation Supervisor will provide feedback throughout development
of the course. A final approval meeting will be held before training is taught to the
trainer.
2. Usability tests will be created for SCORM compliant module.
3. Progress updates throughout the project development stages.
4. Course evaluation meeting with key stakeholders after the first round of course
has been taken.

Project Milestones
Milestone (Deliverable #1) Date Estimated Cost

Course Objectives 1 to 2 days $4,800

Design Document 3 to 5 days $12,000
Facilitator’s Guide 3 to 5 days $4,000
Storyboard 5 to 7 days $11,200
Course Module 10 to 12 days $64,000
Course Content 2 to 3 days $2,400

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 Milestone (Deliverable #1) Date Estimated Cost

Total: $98,400

Milestone (Deliverable #2) Date Estimated Cost

Survey Development 5 to 7 days $16,800

Evaluation of Results 2 to 3 days $7,200
Development of Report 2 to 3 days $7,200

Total: $31,200

Risks

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Risk Area Low, Medium, or High Risk Owner Project Impact-
Likelihood Mitigation Plan
Scheduling Medium Project Manager flexible scheduling
conflicts (early
morning/evening)
Video Low Project look for another
production - Manager/Design vendor, alternate to
over budget Team video
Lack of Medium Design Team get commitment to
communication meet deadlines;
with SMEs alternate means of
communication;
back up SME incase
of a need to replace.
Key player Low Person who Finds a replacement
leaves mid- oversees the key
project player
Owner asks for Low Recipient of the ask Refer to Charter and
additional (ID, trainer, call offer to revisit
components center supervisor, Owner’s request
beyond call other) after project
center completion, or
customer include ask with
service Owner signing off on
budget changes.
Delays due to Medium ID and Trainer; PM communicates
managers not survey designer and gets direction
having on who are the
authority to actual decision
make makers for future
decisions sign-offs.
causing project
delays
Owner wants Low Survey Developer PM can find out why
to use an old the owner wants to
survey and use old survey and
skip address concerns.
development of Go to Sponsor if no
new and agreement is
focused survey reached.
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Assumptions
1. SME’s will be able to meet for up to 10 hours at the beginning of the project to
provide information on call center best practices and provide any documentation
needed. SME’s and Operations Supervisor will be available throughout training
development to provide feedback.
2. LMS available or project sponsor can purchase.
3. There will be time at the end of development to train the trainer. Trainer will
provide feedback about the experience.
4. Employees will have time in their work days to complete the necessary training.
5. Sufficient budget to cover all tools, staff time and outside vendors.
6. Operations Supervisor will meet to review past survey data or whatever
management used to decide on the goal of 20% customer survey improvement.
7. Discuss and reach a consensus on the important questions to include in the
survey.

Constraints
1. Timeline of project.
2. Employee availability is limited TBD and not flexible.
3. Call center staff may need to be replaced and new staff hired.
4. Client decides on what constitutes call center best practices, standards and
expectations.
5. Baseline data to measure 20% increase is incomplete and not aligned with the
new survey.

External Dependencies
1. SykkelParts, Inc. LMS system
2. Another team is addressing the call center’s role in drop in sales; project sponsor
wants Project Team 3 to coordinate so that both deliverables are launched at the
same time.

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Vendor Assistance Required
1. Outside vendor to provide feedback on best practices for customer interaction.
2. Outside vendor to design customer focused survey.

Approvals
Role Signature Date