Call Center Optimization Project

1. Call Center Optimization Project J.P. Cap + Vitality, Inc. | J.P. Cap |

2. Call Center Optimization: Background • Vitality, Inc. – Small Business Nutrition Company • Vitamins and supplements • Exercise equipment and accessories • Rapid expansion • Greater online presence • Expanded call center would address these needs • Larger, state of the art • 190 additional employees • VPI Quality Pro • Workforce Management • Service Quality Assurance • Reporting Capabilities | J.P. Cap |

3. Call Center Optimization: Background • Increase efficiency, customer satisfaction • $1.8 million for Year 0 • Travel • Labor • Software and hardware implementation • $1.5 million for Years 1-3 • Maintenance • Michael Schmidt • Project manager • Operations SME leaves the project • Implementation of VPI Quality Pro • Increased reporting capabilities desired | J.P. Cap |

4. Call Center Optimization: The Business Case • Purpose: to demonstrate the worthiness of pursuing the project • Define the scope of the project • Key areas: • Current Situation / Opportunity Statement • Vitality, Inc. looking to create an expanded call center • Critical Assumptions and Constraints • Preliminary Project Requirements • Hire 190 new employees • WFM, SQA technology, reporting capabilities • Schedule Estimate • Call center technology implemented in year 1, years 2-4 for maintenance | J.P. Cap |

5. Call Center Optimization: Proposed Personnel • Purpose: to define personnel necessary to complete the project • Research skill sets and typical salaries • Helps keep the project within the time and cost constraints • Ensures the hiring of qualified individuals • Ensures competitive salaries • Gives expected hours of work for employees • Key Personnel • Project Manager • Business Lead • Technical Lead • Telecommunications Expert • Call Center Operations Lead / Social Analyst | J.P. Cap |

6. Call Center Optimization: Risk Register • The risk register is a “tool widely used within Risk Management for identifying, analyzing, and managing risks” • It organizes risks via category and lists materials including but not limited to: • Contingency plan • Mitigation plan • Triggers • In our project, we focused on risks from various categories • People, hardware, software, and vendor • This register allowed us to track risks and understand the consequences of what can happen to the project if one or two of those risks occur and gets out of control | J.P. Cap |

7. Call Center Optimization: Gantt Chart • Purpose: “a standard format for displaying project schedule information by listing project activities and their corresponding start and finish dates in a calendar format” • Useful for viewing the project’s timeline • Immediately shows the impact of scheduling decisions • Breaks down the 5 PMI processes • Ability to show the critical path • Allowed for an easy way to multitask WBS tasks • Able to adjust our schedule on-the-fly • Allocation of resources | J.P. Cap |

8. Call Center Optimization: Lessons Learned • Scope, Time, and Cost goals met • Cost Estimate showed budget only reaching $3,215,842 • Success Criteria met • Technology implemented • Triple constraint met • Documentation submitted • Open communication between J.P. Cap and Vitality, Inc. • VPI Quality Pro allowed us to meet all needs of the Call Center • Managing personnel and over-allocation • Keep all documentation up to date and organization • Great working relationships, environment | J.P. Cap |