PROJECT

PRESENTATION
SUBMITTED TO:
PROF.TARIQ MALIK
SUBMITTED BY:
MARYAM FAISAL L1F18MSCT0006
TOPIC:

“PROJECT MANAGEMENT
DOCUMENTATION OF CALL
CENTER”
BUSINESS CASE:

• A call center is a centralized department to which phone calls

from current and potential customers are directed.

• we decided to setup a call center which will be outbound call

center. Our call center will be named as ATRIUM SOLUTION.

• Location: Lahore

• Items to sale: gas and electricity, telemarketing

OBJECTIVE:

• To become the most cost-effective English language based

outsourcing organization in Pakistan.
• To manage customer care services.
• To ensure our client satisfaction .
• To generate job opportunities.
Project Charter Purpose

Project Managers
• Project Manager:
Oversees the entire project with the goal of limiting downtime
between phone calls and increasing the efficiency of their staff 
• IT Manager:
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.
• Sales Manager:
Creates the classes of customers, customer profile information
and automatic call back prompts.
The sales manager will be responsible for determining how
often to call each customer.

Project Sponsers
• CIO (Chief Information Officer) 
• CFO (Chief Financial Officer)
Project Stakeholders
• CIO
• CFO
• Call Center Representatives
• Sales Personal
• Customers
• Marketing
• Internet Service Provider
• VOIP(Voice over internet protocol)
Organizational tree structure:
PLANNING:

1. Decide the Setup and the Focus of Your Call Center

 Setup
Focus
 Industry
2. Decide Your Goals
3. Find a Suitable Location
4. Deal with the Paperwork
5. Establish a Budget
6.Hiring the Right People
7.Use the Right Tools
8.Internal Communications System
9.Performance Monitoring Tool
You’ll have to:
• Look for new tools.
• Manage finances.
• Oversee client onboarding.
• Implement your business ideas
We can use Time Doctor it is a powerful monitoring tool used by
Apple, PwC, and Verizon. It will:
• Monitor what your employees are doing during work hours.
• Track the time they spend on calls and tasks.
• Help you bill clients for work done with accurate work records.
• Identify time-wasting activities.
• Help you separate your productive and unproductive
employees.
Human Resource Strategy

In our call center our HR strategy will have a set of

characteristics:
• It will requires an analysis of the organization and the external
environment.
• It will shapes the character and direction of Human Resources
Management activities.
• Will Helps in the deployment and allocation of organizational
resources (i.e. money, time, personnel).
• will revised on a yearly basis.
• It will incorporates the expert judgment of senior (HR)
management.
• It will be number-driven.
• It will results in a specific behavior.
How to create an HR strategy
Outbound Call Center Agent Job
Description
• General Purpose
Interact by phone with outside parties to solicit orders for goods
or services, make appointments, collect information or conduct
follow-up.
• Main Job Duties, Tasks and Responsibilities
describe products and services
respond to questions
identify and overcome objections
take the customer through the sales process
obtain customer information
obtain possible customer leads
• Education and Experience
minimum qualification Matric
good typing skills
required language skills

• Key Competencies and Skills

communication skills
adaptability
negotiation skills
stress tolerance
SCHEDULING
• Hire new agents based on their availability.
• Ensure that a core group of top agents is available to field calls from
3PM to 11PM”(UK BASED CALLS) and 9PM to 6AM(USA BASED
CALL) during the time-zone of your largest customer base.
• Incentivize agents to work during peak periods.
• Monitor important call metrics in your call center software reporting
dashboard in real-time and adjust schedules accordingly.
• Adjust breaks, lunch, meetings, training sessions, after call work or
other activities in real time when there is a need to keep agents on
the floor.
• Provide agents with work that they can complete when they are not
fielding calls.
• Take agent skill, specialization and type of calls handled into
consideration when creating the schedule.
• Make sure you have a large enough sample size when
collecting call data from your Automatic Call Distributor (ACD)
as this will increase forecasting accuracy.
RISKS ACTIONS:
High Agent Turnover. Improve Self-Service

High Absenteeism Rate. Focus on the Customer Experience

Lack of Interdepartmental Make Training an On-Going Process

Coordination.

Preventing Customers from Posting Utilize Call Quality Monitoring Systems

Negative Reviews.

Working with Temporary Agents. Exemplify Good Performance

Security Breaches Caused by Insiders. Improve Call Center Productivity

ISSUES DECISION
Legacy Call Centers Systems When to make exceptions for
customers

Changing Customer Expectations When to make exceptions for

employees

Accurate Reporting and Analytics Hiring and firing agents

Agent Recruitment and Retention Making decisions regarding gray areas

Workforce Optimization Escalating issues to a supervisor

PROJECT STATUS REPORT
• Considerations for New Agent Metrics
• Metrics for Call Center Status Reporting Displays
The metrics that are recommended for a Status Reporting
display include:
Calls in Queue
Longest Wait Time
Service Level
Abandoned Calls
Average Speed of Answer
• Display Solutions for Status Reports
PROJECT BUDGET:
Using business budgeting worksheets for this purpose can help you: 
• Set and achieve profit goals
• Track revenue, expenses, and cash flow
• Cut unnecessary spending
• Properly allocate revenue to other areas of the business
• Prepare for busy seasons and slowdowns
• Plan for required purchases, such as equipment and materials
• Gauge the positive impact of budget changes
• Secure funding from current and potential investors or financial
institutions
• Keep colleagues and coworkers informed on the financial health of the
business
• Project startup costs, monthly operational expenses, and revenue
needed to break even.
 
WORKBREAK DOWN
STRUCTURE
ATRIUM SOLUTION

PROJECT
PLANNING EXECUTION CLOSURE
INITIATION

FURNITURE STATUS AND MEETING

PROJECT CHARTER SCOPE & GOALS STAFF HIRING TEST &TRAINING
&EQUIPMENTS TRACKING

PROJECT CHARTER SERVER TRAINING OF

BUDGET
REVISION INSTALLATION AGENTS

COMMUNICATION APPLICATION TESTING OF

STAKEHOLDERS
PLAN INSTALLATION AGENTS

LOCATION FOR DAILING PATTERN

GUIDELINES MONITORING
OFFICE TEST

SALARY PLAN
AFTER TESTING
QUALITY STANDARDS:

Call center quality assurance can help call center to achieve the
followings:
Maintain Call Quality Standards
Adhering to Compliance
Boost Customer Experience
Reinforce Customer Retention
Better Call Center Quality Assurance Metrics
Call Center Quality Assurance Best Practices
Focus on Complete Caller Experience 
Ensure Problem Resolution
Agent Engagement is Must Quality Evaluation Process
Promote Self-Assessment for Agents
Improve Customer Experience With
Call Center Scoring Evaluation Forms

Below is a list of call scoring evaluation form items to include on your

call scoring form:
• Greeting
• Account Verification
• Contact Information Confirmation
• Problem Solving Abilities
• Protocol Compliance
• Call Handling Skills
• Customer Service Quality
• Call Center Etiquette
• Script Compliance
• Closure
• Follow-up
LESSON-LEARNED:

Five lessons learned in the call center. 

• Never losing sight of the customer
• Focusing on time management and process improvement
• Communicating empathy
• Driving engagement and performance