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Project Team Members and Stakeholders: ND ST

This document summarizes a contact center project. It lists team members and stakeholders. Key findings include a 10% reduction in calls across departments, with 50% of calls going to store repair. Issues identified include unknown calls decreasing productivity and more calls being handled at the second level than first. Upcoming activities focus on hiring agents, reducing wrong numbers and duplicate calls, and increasing first call resolutions. Action items assign hiring and building an inquiry. A chart shows the number of calls to each support department after the project.

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Neish Dave
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50 views

Project Team Members and Stakeholders: ND ST

This document summarizes a contact center project. It lists team members and stakeholders. Key findings include a 10% reduction in calls across departments, with 50% of calls going to store repair. Issues identified include unknown calls decreasing productivity and more calls being handled at the second level than first. Upcoming activities focus on hiring agents, reducing wrong numbers and duplicate calls, and increasing first call resolutions. Action items assign hiring and building an inquiry. A chart shows the number of calls to each support department after the project.

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 XLSX, PDF, TXT or read online on Scribd
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Project Contact center

Team Members and


Verman Ortega, Laurie Morris, David Davis, Kim Doyle and Store man
Stakeholders
Project Phase
Project Overview
●       Calls reduced by 10% in all the departments

●       Store repair department received 50% calls

●       33% calls were resolved at Level 1

●       7 district calls converted in phase 1

●       21 district calls converted in phase 2

●       8% calls directly to contact center

Issues/ Risk

●       No increase in contact center calls since the past 4 weeks.

●       Unknown calls decreasing the productivity during peak


time.

●       2nd level support is more than 1st level support.

Project Contact center


Team Members and
Lowell Gurreno, Kenny Medina, Harry Casey, Bennie Bell and Allen P
Stakeholders
Project Overview
●       Calls reduced by 10% in all the departments

●       Store repair department received 50% calls

●       33% calls were resolved at Level 1

●       7 district calls converted in phase 1

●       21 district calls converted in phase 2

●       8% calls directly to contact center


Issues/ Risk
●       No increase in contact center calls since the past 4 weeks.

●       Unknown calls decrease productivity during peak time.

●       2nd level support is more than 1st level support.

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
The hiring of new resources
in WI state as it's taking
Lowell Guerrero
more calls compared to other
states.
Inquiry in building the
mechanical department as
Bennie Bell
they are getting more
numbers of calls.
Retraining of all resources
Team Member
for better call support.
Technical Data

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

Technical Data - Contact Center


Fleet Support Store Operation Support Store Repair Support
32
24
18

N u m b er o f C al l s
24
18
N u m b er o f C al l s
Contact center

rtega, Laurie Morris, David Davis, Kim Doyle and Store managers.

Project Status
- Direct more calls to contact center- In progress

- Conversion of remaining districts in phase 2- On track

- Identification of districts for phase 3- Complete

- Success of phase 2- Pending

Recommendations
- Need new budget allocation for phase 2.

- Hiring of two new call center agents in the store repair


department.

- Re-training for a few call agents for better support.

Contact center

urreno, Kenny Medina, Harry Casey, Bennie Bell and Allen Parks.

Project Status
- Direct more calls to contact center- In progress

- Conversion of remaining districts in phase 2- On track

- Identification of districts for phase 3- Complete

- Success of phase 2- Pending


Items Completed
- Call data analysis conducted successfully.

- Store repair support has resolved.

- District 600 has resolved 20 calls in 1 week.

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

Upcoming Activities
to increase calls for support.

ce one issue with one call only.

calls.

he departments.
Action Items
Date

4/16/2020

4/30/2020

4/16/2020

Technical Data

d number of calls:

Data - Contact Center


e Operation Support Store Repair Support
32
24

N u m b er o f C al l s
24

N u m b er o f C al l s
Departments

Fleet Support

Store Operation Support


Store Repair Support
Number of Calls

18

24
32

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