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Status Report

This document contains two status report summaries: 1) A high-level/low-interest summary that provides an overview of project phases, call reduction statistics, completed and upcoming activities, and identified risks. 2) A low-power/high-interest weekly summary that analyzes last week's achievements and next week's goals, and includes call handling statistics and technical data on incoming calls by department.

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Neish Dave
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225 views

Status Report

This document contains two status report summaries: 1) A high-level/low-interest summary that provides an overview of project phases, call reduction statistics, completed and upcoming activities, and identified risks. 2) A low-power/high-interest weekly summary that analyzes last week's achievements and next week's goals, and includes call handling statistics and technical data on incoming calls by department.

Uploaded by

Neish Dave
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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STATUS REPORTS 1

Status Reports

by

Siddhesh Ashutosh Hande

PJM 6210 Communication Skills for Project Managers

October 18, 2020


STATUS REPORTS 2

Status Report (High Power/ Low Interest)

Project Contact center


Team Members and
Verman Ortega, Laurie Morris, David Davis, Kim Doyle and Store managers.
Stakeholders
Project Phase
Project Overview Project Status
●       Calls reduced by 10% in all the departments - Direct more calls to contact center- In progress

●       Store repair department received 50% calls - Conversion of remaining districts in phase 2- On track

●       33% calls were resolved at Level 1 - Identification of districts for phase 3- Complete

●       7 district calls converted in phase 1 - Success of phase 2- Pending

●       21 district calls converted in phase 2

●       8% calls directly to contact center

Issues/ Risk Recommendations


- Need new budget allocation for phase 2.
●       No increase in contact center calls since the
- Hiring of two new call center agents in the store repair department.

●       Unknown calls decreasing the productivity


- Re-training for a few call agents for better support.
nd st
●       2 level support is more than 1 level support.
STATUS REPORTS 3

Status Report (Low Power/ High Interest)

Project Contact center


Team Members and
Lowell Gurreno, Kenny Medina, Harry Casey, Bennie Bell and Allen Parks.
Stakeholders
Project Overview Project Status
●       Calls reduced by 10% in all the departments - Direct more calls to contact center- In progress

●       Store repair department received 50% calls - Conversion of remaining districts in phase 2- On track

●       33% calls were resolved at Level 1 - Identification of districts for phase 3- Complete

●       7 district calls converted in phase 1 - Success of phase 2- Pending

●       21 district calls converted in phase 2

●       8% calls directly to contact center

Issues/ Risk Items Completed


●       No increase in contact center calls since the past 4 weeks. - Call data analysis conducted successfully.

●       Unknown calls decrease productivity during peak time. - Store repair support has resolved.

nd st
●       2 level support is more than 1 level support. - District 600 has resolved 20 calls in 1 week.

- Total of 2695 less incoming calls compared to the last report.

Upcoming Activities
- The hiring of agents in-store repair support to cater to increase calls for support.

- To attempt to reduce the wrong phone number.

- To reduce duplicate calls, and make the call to reduce one issue with one call only.

- To increase the number of resolutions in incoming calls.

- To reduce the number of incomplete call responses.

- A decrease in second-level support calls across all the departments.


Action Items
Description Assigned To Date
The hiring of new resources
in WI state as it's taking
Lowell Guerrero 4/16/2020
more calls compared to
other states.
Inquiry in building the
mechanical department as
Bennie Bell 4/30/2020
they are getting more
numbers of calls.
Retraining of all resources
Team Member 4/16/2020
for better call support.
Technical Data

After the project, all the departments received limited number of calls:

TE C H N I C A L D ATA - C O N TA C T C E N T ER
Fleet Support Store Operation Support Store Repair Support
32
24
18

N U M B E R O F C AL LS
STATUS REPORTS 4

Summary

 Status Report 1:

This status report has been generated after completion of phase 1 from date 22/2 to 23/3.

This survey report is generated for stakeholders of High Power/ Low interest. District 600

is evaluated in this report. This project is working on track. I have provided information

regarding completed as well as upcoming activities. Risks and issues which can occur in

future are mentioned to avoid any inconveniences.

 Status Report 2:

This for Low power and High Interest stakeholders (Keep Informed). This report is

analysed weekly, such as last week's achievements, next week's goals, and finishing

actions. This illustrates how many calls are answered by an employee and how many

calls are diverted to the fleet support and Store operation support of the department.

Technical data indicates the number of incoming calls.

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