Describes how the preparatory work
To achieve the objectives of the project we need to solve the following design objectives and related work:
1. A detailed analysis of business problems and define the technical, functional and organizational requirements for the project;
2. Implement the technical requirements of the project put forward by the Customer:
2.1 Provide the necessary telecommunications infrastructure project
2.2 Provide the necessary hardware settings for the contact center customer requirements
- Basic algorithm processing of incoming calls
- The basic algorithm for outbound calls
- Basic algorithm for processing e-mail, SMS and other types of communications
- Technological training database (formation, formatting deduplication)
- Set up the system dialer peal mode line
- Set up an answerphone and voice menu (IVR)
- Set up the system prompt reporting on the work of the contact center project
- Set up a system to record conversations
- Connecting approved line number (federal or municipal)
3. Realize functional requirements of the project put forward by the Customer:
3.1 Develop, test and validate the working materials for the project:
- Baseline scenario conversation operators with subscribers
- Call processing algorithm (dr.vidy communication - SMS, e-mail, etc.) and the format of the result of fixing the system call
- Regulation of interaction within the call handling
- Description of project risks and their impact on the project
3.2 Develop and test the script to enter information into the system
3.3 Develop and test a system of statistical / marketing reporting of project
4. Implement the organizational requirements for the project:
4.1 Search and selection of personnel for the project
4.2 Conduct training with the working group of the project operators
4.3 Establish a system of quality control and motivation on the project
4.4 Develop basic regulations of expertise between the Customer and the Contractor in the course of projects
5. Manage the progress of work on the basis of the design approach - resource management, risk management, deadlines, exceptions
6. Provide flexible work with the project budget, using all opportunities to optimize costs in the project
