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Status Report - High Power

The document discusses a project to streamline support across three departments by centralizing support calls through a single point of contact. It provides status on the project, including that first-level support is handling more calls than the KPI. Stakeholder expectations, recommendations, risks, milestones, and weekly call summaries are also included.

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21 views

Status Report - High Power

The document discusses a project to streamline support across three departments by centralizing support calls through a single point of contact. It provides status on the project, including that first-level support is handling more calls than the KPI. Stakeholder expectations, recommendations, risks, milestones, and weekly call summaries are also included.

Uploaded by

gauravsalvi1719
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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HIGH POWER/ LOW INTEREST- QUARANT 3

PROJECT STATUS REPORT


Project Name Contact Center Case Study
Project Goal To streamline support process of the three
departments and enhance efficiency in
handling handling support issues across
different departments. To centralize number
and handle all first-level support calls through
a single point of contact.
Project Manager
Project Sponsor Paulette Larson (VP Contact Center)
Stakeholder Jenis Freeman (Store Repair Director)
Submission Date December 16, 2023

PROJECT STATUS
There is an increase of 7% in the support systems and the associated categorization of calls
will lead to a more efficient and streamlines process resulting in a reduction overall support
call volume and improved customer satisfaction.
First-level support is handling 25% of contact level support calls, which is above the necessary

KPI.

Legend RED – Action Required


GREEN- On Track
AMBER – Need Attention

STAKEHOLDER EXPECTATIONS
 Expects seamless integration of the centralized support system with existing systems and
ensuring data security.
 Utilize a single contact to handle all first-level support calls
 Clear work orders and timely dispatch for onsite service.
RECOMMENDATIONS
 Implement continuous training sessions for Contact Center Agents to ensure they are
proficient in categorizing calls accuracy and consistency.
 To establish a robust communication plan to keep all stakeholders informed of progress,
challenges and any adjustment made during the trial period.
RISKS AND ISSUES
 Unexpected budget overruns brought on by unanticipated costs like new software and
extra training.
 Security flaws or data breaches that could jeopardize client information.

MILESTONES STATUS
 Phase 1 completed
 Analyzed call data to find practicality of scope

ACTION ITEMS
 Assign a training lead to ensure consistency and effectiveness.
 Schedule regular feedback session
 Use customer feedback to refine and tailor support processes.

Calls broken Down by Support

10%

8%

27% 60%

1st Level Support 2nd Level Support Vendor Dispatch Training Effectiveness
Weekly call summary
3000
2695

2500 2317 2370 2367

2000

1500

1000

500
135 135 126 137
0
WEEK 1 WEEK 2 WEEK 3 WEEK 4

Combined calls by day After hour call

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