1. Project Background and Description
25 voice messages
25 email messages 25 text messages.
No monthly plans are required and no limit on the number of contacts
2. Project Scope
Build call center from the ground up with Desk, phones, computer, and chair
Interview and Hire qualified applicants
Write training materials
Train Candidates on product, service, organization, database, sales pitch, etc.
Monitor and perform quality Assurance with ongoing training
Create and execute incentive and Commission plan
Scheduling and approval of hours for payroll
Provide reports and metrics to M3
3. High-Level Requirements
Customers have the ability to take immediate action on a call, from confirming an order or updating their contact information, response data and results are captured and can be logged back into a CRM system.
Live call transfer to agents
Callers can respond to questions by touch tone or voice response
Address confirmation
Address and email capture
Voice message capture
Text-to-speech of variable data.
Personalized text-to-speech of variable data recorded spoken by voice talent
Credit Card capture
Right Party Verification off any set of data
Surveys with multiple branches based on callers response
The new system must include the following:
Ability to allow both internal and external users to access the application without downloading any software
Ability to interface with the existing data warehouse application
Ability to incorporate automated routing and notifications based on business rules
4. Affected Parties
We will contact
Real Estate Agents by phone
San Francisco Real Estate Lawyers
San Francisco Rental Associations
5. Affected Business Processes or Systems
Determine cost-effectiveness of in-house training and development (1 WK)
Specific Exclusions from Scope
This project will be rolled out in units that sustain themselves within a 90 day period of operation.
7. Implementation Plan
Hire Dan-Cin Consulting (Cintra Charbonnet) through Career Strategies to:
Interview and Hire qualified applicants
Write training materials
Train Candidates on product, service, organization, database, sales pitch, etc.
Monitor and perform quality Assurance with ongoing training
Create and execute incentive and Commission plan
Scheduling and approval of hours for payroll
Provide reports and metrics to M3
8. High-Level Timeline/Schedule
At a very high level this is a social venture project with risks and mitigated risks that are unknown. However, our management of this project will maintain our long standing process called SMARTER.
Mid- November Design, Develop, and Deploy Customer Delight and Support Center.
Mid- December have six to seven operational seats maintaining our original customer base.
Late December Report on Progress