Phase 1 - Agreement

Setting of targets

• Billing Method
• FTE Requirement
• Service Level Agreement
• Shrinkage Factor
• Average Handling Time
• Hours of Operation

Phase 2 - Forecasting and Scheduling

• Using all assumptions agreed upon (AHT, Shrinkage, SLA, etc.) and the project monthly call volume, FTE requirement will be computed
• Schedule will then be created based on the per interval historical data that the client will provide.

Phase 3 - Equipment Setup and Testing

• Setting of the PBX switch
• Computer Configuration and imaging
• Test Call and Line Testing

Phase 4 - Live Date

• Now that everything is ready from the PBX switch, forecast, schedule calls can already be serviced

Phase 5 - Reporting

• Call Statistics