Description of Procedure Project Execution
By the approved plan of the project, you need to start the project and:
1. To analyze the state of the project for a specified period of time, to compare the results obtained with the objectives of the project.
2. Supervise and monitor the implementation of the technical requirements for the project put forward by the Customer:
2.1 Maintain and periodically test the necessary telecommunications infrastructure project
2.2 Maintain 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
- Answering machine (IVR), system dialer/chime
- System operational reporting on the work of the contact center project
- Systems for recording conversations
3. Maintain, analyze, update and monitor the functional requirements of the project put forward by the Customer:
3.1 Working documents of the progect:
- Base scenario of conversation operators with subscribers
- Call processing algorithm (dr.vidy communication - SMS, e-mail, etc.), and recording the results in a system call
- Regulation of interaction within the call handling
- Risk Map
3.2 Script to enter information into the system
3.3 Statistical system / marketing project reporting
4. Monitor and maintain the organizational requirements for the project:
4.1 Qualified personnel in the project
4.2 Knowledge and skills of the working group project operators
4.3 Quality control system for the project:
- assessment of usability reference material scenario conversation;
- testing professionals working group prior to incorporation into the line;
- listening and evaluation specialists conversations;
- identifying errors during the project by a) analysis tapped conversations, b) communication with experts, c) communication with the project team;;
- making recommendations (proposals) responsible professionals.
5. Monitors execution expertise between major regulations Customer and the Contractor in the course of projects
6. Manage the progress of work on the basis of the design approach - resource management, risk management, deadlines, exceptions. Track and analyze deviations from the plan. Change Management
7. Provide flexible work with the project budget, using all opportunities to optimize costs in the course of the project
