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How we work

Project Management

From the organizational point of view the entire project implementation will be supervised and managed by a Project Manager appointed by our organization.

He will create the implementation team for the project and will coordinate it.

Project implementation

Project implementation phases

We have identified the following project steps to be completed in order to have a successfully implementation:

• Project Planning
• Requirement gathering and analysis
• Implementation
• Testing
• Launch pilot project (optional)
• Evaluation and optimization (optional)
• Go live into production

1. Planning
This is the first step of the project and involves mostly administrative activities. It may contain or not negotiation and contract signing. During this phase the following activities should take place:

• Create the project implementation team and start initial discussions
• Create project requirements and documentation
• Set up project goals and milestones

The results of this phase will consist of a Detailed Project Implementation Plan document containing all the actions that must be fulfilled in order to achieve the project goals

2. Requirement gathering and analysis
This phase is a very important one as all project implementation details (business and technical) are discussed and agreed upon. This phase should contain the following actions:

• Collect information regarding business processes to be supported
• Set up the technical requirements for call center platform (hardware and software)
• Set up the requirements for personnel (call center agents)
• Analyze and document all business processes and call flow
• Evaluate the existing software applications
• Develop implementation schedule

3. Implementation
The project effective implementation phase will take place on different levels: technical, people and processes. This phase should contain the following actions:

4. Testing
During these phase the project team will test all project functionalities in order to comply with the initial requirements. Similar to the implementation phase, there are several testing layers:

• Technical
• Personnel
• Processing
• Cumulative (working environment simulations)

5. Launch project pilot (optional)
The pilot project details will be fully detailed during the negotiations and contract signing phase. The purpose of this phase is to monitor all the project variables and to adjust and fix all the problems that may occur.

6. Evaluation and optimization
During this phase we will analyze all project variables and compare them with the initial requirements. The main focus will be on qualitative and quantitative aspects described in the Service Level Agreement. A list of optimization and improving measures will also be provided.

7. Start project
The last phase of the project will contain a series of actions that will allow us to go live as described in the initial contract agreement.