AWS_Planning

Call Center Discovery and Deployment Planning

Foundation Workshops

These workshops are designed to create cross organizational understandings and set communications strategies.   They are designed to help the organization understand the goals of a new call center and to assure all voices are heard and key stakeholders identified.  Generally there are four key areas: Executive Sponsorship,  IT services, Call Center leadership and facilities across all geographies.

Detail Workshops

These workshops are designed to work with the key cross organizations that contribute specific services to facilitate the contact center.  This typically requires deep dives with IT services and Call Center leadership.

Executive Sponsor Foundation Workshop – (Presentation of over all project goals, time lines and review of design/deployment process)

  • Goals and Objectives of Deployment
  • Determine Migration or Green Field
  • Determine Management Agenda
  • Business and Process Improvement Goals
  • Time line Expectations
  • Identify Key Stakeholders
  • Outside required or impacted Vendors
  • IT Services Management
  • Security & Compliance Management
  • Call Center Management
  • Facilities Management
  • Financial Management
  • Accounting
  • Contract Administration
  • Governance
  • Communications
  • Project Management Tools
  • Collaboration

Call Center Foundation Stakeholder Workshop – Presentation of over all project goals, time lines and design process.

  • Roles and Responsibilities
  • DrVoIP Contacts
  • Account Manager
  • Project Manager
  • Technical Lead
  • Implementation Engineer
  • Call Center Leadership
  • Identify Goals and GAPs
  • Design and Deployment methodology
  • Post “go live” Support

IT Services Foundation Workshop

  • Call Center Network Service Requirements Basics
  • Establish Security Requirements
  • Single Sign-On Requirements
  • Establish Vendor Access Credentials
  • Establish Vendor Access procedures
  • Compliance Requirements
  • Desktop Support Team
  • Server Support Team
  • Network Support Team
  • Security and Compliance Team

Facilities Foundation Workshop

  • Access Contacts
  • Telecom Carrier Contacts
  • Existing Phone System Interconnection Review

Call Center Detail Workshop(s)

  • Reporting requirements (we design from Management reports back)
    • Real Time
    • Historic
  • Channel Identification
    • Voice
    • Identify all inbound/Outbound phone numbers (DNIS Map)
    • Identify Call flow Per DNIS
    • Phone Number GAPS
    • Caller Identification Expectations
  • SMS/MMS
    • Numbers, Short Codes
  • Email
    • Domains
  • Chat
  • Website
    • Domains
  • Video
  • Messaging
  • Social Media
  • Language Support Requirements
  • Call Center Operational Hours
    • On Hours
    • Off Hours
    • Holidays
    • Ad Hoc Closings
  • Identify Customer Service Queues by Channel
  • Identify Agent and Agent Privileges by Channel
  • Skills
  • Queue Membership
  • Identify  Supervisor and Supervisor Privileges
  • Identify Administrators
  • Inbound Call Requirements
  • By Channel
  • Outbound Call Requirements
  • By Channel
  • Integration Requirements
    • Salesforce
    • EPIC
    • Microsoft
    • Intranet
    • Custom
  • Additional Compliance Requirements
  • Existing Third Party Vendor Relationships
  • Existing Call Center
    • WFM
    • Voice Recording
    • Screen Recording
    • Voice Analytics
  • Telecom Carrier Contacts
  • Data Center Contacts

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