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Tender Details:
Type : Tender
Id : 15484410
Category : Call Center
Title : Strategic Planning to Implement Call Center
Estimated Budget : Looking for the proposals
Description :
We are USA based Travel Company looking for qualified and experienced service provider (From USA Only) to help us in Implementing our own Call Center for our Travel Services we are currently providing. Turn around time will be 10 months.
Scope of Service
[A] Service provider needs to develop and provide an executive summary which is defined as a brienf summary of the business obejectives, approach, expected costs and service benefits, and risks of the proposed call center project. The Executive Summary shall provide the reader with an overview of the recommendations and analysis and will clearly illustrate the entire picture prior to reading the details.
[B] Service provide needs to provide following:
(1) Full assessment of current call center structure throughout the region.
(2) Summary of services and transportation programs accessed through our organization.
(3) Project goals
(4) Trends of the travel industry (our industry) with regard to call center including recommendations fo model call centers for site visits by our staff and outline of pros and cons of each call center.
(5) Summary of the assessment of state of the art technologies to consider a change in the call center structure including issues that could be resovled and benefits to making a change.
[C] Service provider needs to develop and provide a Project Management Organization (including external resources) overview describing the project management approach, including, but not limited to the following:
(1) Roles and responsibilities
(2) Decision-making process
(3) Management qualifications
(4) Project team organization
(5) Quality assurance strategies
[D] Service provider needs to develop and provide a Proposed Call Center Service Design including, but not limited to the following:
(1) Description
(2) Advantages and Disadvantages
(3) Space Requirements
(4) Basic Layout
(5) Equipment Needs and Costs
(6) Computer Software Requirements
(7) Potential Call Center Site(s)
(8) Comparison of Current and Proposed Call Center Service Design
[E] Service provide will develop and provide a Project Schedule and Work Plan defined as an estimated timeframe, by project phase, for the proposed time investment through implementation. Major tasks and resources required for each project phase and shall be identified, including both external and internal staff resources.
[F] Service provider needs to provide Cost Benefi Analysis (CBA) and Service Benefit An[alysis (SBA).
[G] Service provider needs to provide rationale for the cost estimates and reference document containing the detailed estimates and work breakdown structures. As appropriate, reference the costs incurred by similar investment in other states.
[H] Service provider needs to develop and provide a Final Recommendation based on the research conducted. The recommendation needs to include the rationale for the recommendation and financial evidence that support the recommendation.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to submit proposals on or before November 4, 2009 via post, courier or hand delivery only. This tender is Onshore and Offsite. Provider may have to visit our location for meetings and briefings.
We are USA based Travel Company looking for qualified and experienced service provider (From USA Only) to help us in Implementing our own Call Center for our Travel Services we are currently providing. Turn around time will be 10 months.
Scope of Service
[A] Service provider needs to develop and provide an executive summary which is defined as a brienf summary of the business obejectives, approach, expected costs and service benefits, and risks of the proposed call center project. The Executive Summary shall provide the reader with an overview of the recommendations and analysis and will clearly illustrate the entire picture prior to reading the details.
[B] Service provide needs to provide following:
(1) Full assessment of current call center structure throughout the region.
(2) Summary of services and transportation programs accessed through our organization.
(3) Project goals
(4) Trends of the travel industry (our industry) with regard to call center including recommendations fo model call centers for site visits by our staff and outline of pros and cons of each call center.
(5) Summary of the assessment of state of the art technologies to consider a change in the call center structure including issues that could be resovled and benefits to making a change.
[C] Service provider needs to develop and provide a Project Management Organization (including external resources) overview describing the project management approach, including, but not limited to the following:
(1) Roles and responsibilities
(2) Decision-making process
(3) Management qualifications
(4) Project team organization
(5) Quality assurance strategies
[D] Service provider needs to develop and provide a Proposed Call Center Service Design including, but not limited to the following:
(1) Description
(2) Advantages and Disadvantages
(3) Space Requirements
(4) Basic Layout
(5) Equipment Needs and Costs
(6) Computer Software Requirements
(7) Potential Call Center Site(s)
(8) Comparison of Current and Proposed Call Center Service Design
[E] Service provide will develop and provide a Project Schedule and Work Plan defined as an estimated timeframe, by project phase, for the proposed time investment through implementation. Major tasks and resources required for each project phase and shall be identified, including both external and internal staff resources.
[F] Service provider needs to provide Cost Benefi Analysis (CBA) and Service Benefit An[alysis (SBA).
[G] Service provider needs to provide rationale for the cost estimates and reference document containing the detailed estimates and work breakdown structures. As appropriate, reference the costs incurred by similar investment in other states.
[H] Service provider needs to develop and provide a Final Recommendation based on the research conducted. The recommendation needs to include the rationale for the recommendation and financial evidence that support the recommendation.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to submit proposals on or before November 4, 2009 via post, courier or hand delivery only. This tender is Onshore and Offsite. Provider may have to visit our location for meetings and briefings.
Country : United States
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3 comments:
That's very hard to work when you are keep on speaking all of your time.
Payroll Services
I would suggest yes. A strategy or strategic plan is essential for the call center in order to support the organization, as it works to realize the business goal. Aligning to the business strategy impact requires changes in how the call center operates. At go4customer we provide call center service with proper planning and strategic way that enhance customer satisfaction
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