BPO PROFILE
CALL CENTRE
Overall Scope of Work
Recruitment and Deployment of Manpower
Procurement of requisite Hardware and Software
Preparation of Operations Manual and Training of Manpower
Call centre Operation and Maintenance
Quality Control and Escalation Management
Analysis & Reporting
Proposed Solution : High Level Architecture-I
Proposed Solution : High Level Architecture-II
Call Flow Model-I
Call Flow Model-II
Call Flow Model-III
Implementation Plan with Milestone Responsibilities
| Deliverables | Time-line |
|---|---|
| Selection of candidates of callcenter | 10 days |
| Procurement of hardware and software for callcenter | 20 Days |
| Preparation of Operations Manual and Training of manpower | 25 Days |
| Callcenter operation and maintenance | 30 Days |
| Trial Run | 35 Days |
| Quality Control and Esclation management as per the feedback provided by Department | 40 Days |
| Analysis and Reporting | 50 Days |
OPERATIONAL MATRI
Risk Mitigation / Contingency Plan
| Deliverables | Mitigation |
|---|---|
| Conceptual design : If there is draw back in the design of the Solution the Call centre solution will not provide desire result | The team will implement tested methodology and technology for implementation of the Project. Instead of using a Normal EA-PBX, we shall use IP-PBX. This is enhance the transfer of calls to any part of the globe. |
| Procurement model : In case of failure of the Product if the replace products are not available the operation of the call center will stop | The OEM of the hardware and software should have support centre in India, therefore all hardwares procured shall be from such OEM s having support centres in India (Jharkhand). |
| Contracting model | The contract model with the OEM of hardware and software should be such that high 100% up time of the equipment should be maintained and faulty equipment can be replaced as per the SLA Additional equipment as a spare will be maintained. |
| Project Management module | 20% additional resource will be trained to deploy incase of resignation of exiting resource. The success of the Project is dependent on the quality of information provided by call centre agents. |
| Financial risk | Additional fund has been allocated to the Project by our Management to mitigate any unseen risk. |
| Legal risk | Additional fund has been allocated to the Project by our Management to mitigate any unseen risk. |