Question

Prepare a project charter for PushForHelp’s Virtual Contact Center. Please do not copy and paste and use the template bellow.

PUSH FOR HELP VIRTUAL CALL CENTER PROJECT

Phase 1: Initiating

Scenario

The Information Age changes our perception of time and customer service. Customers now expect, and often receive instantaneous satisfaction at all times – in the home, at work and on the road. Just as the internet and ebusiness have transformed expectations in the home and at work, customers are growing to expect a transformation in their automobiles.

PushForHelp is in a unique position. Where telephone, cable and utility companies compete for a portal into the home, PushForHelp leverages a dominant position as the portal into the automobile. Furthermore, PushForHelp plans to not only service Generic Motors customers but also to expand into service of the customers of other automotive manufacturers.

PushForHelp’s large, captive audience represents incredible service opportunities, especially when combined with the amount of customer information available to PushForHelp including customer location. Key to PushForHelp’s success is providing the right service at the right time using the right information.

There is no doubt, PushForHelp faces tremendous opportunity but that opportunity requires change. The level of functionality and information that PushForHelp could deploy to advance toward that opportunity is extensive. While the long-term vision is to implement change in all aspects of the call center/contact center, it is more practical to address the change in parts.

Assume the project will take 24 months to complete and cost about $25,000,000 with a discount factor of 7%.

One of the many aspects of required change is the expansion of call center/contact center capacity to service current and anticipated PushForHelp customers. Through the request for proposal, Generic Motors – PushForHelp is soliciting assistance for the implementation of a Virtual Contact Center including an increase in call center/contact center capacity. The assistance includes technical, functional and managerial services and should link the expansion effort to PushForHelp’s business and value proposition.

1. Increase capacity of call center/contact center by creating three points of contact for customer

   1. Telephone

   2. Internet

   3. Automobile

2. Reduce average handle call time (AHCT) by 25% for each customer without sacrificing quality of service

3. Increase customer satisfaction by reducing the number of customer complaints filed

4. Reduce cost of call center/contact center

Prepare a project charter for PushForHelp’s Virtual Contact Center.

Project Charter

Project Title:

Project Start Date:                                        Projected Finish Date:

Budget Information:

Project Manager: Name, phone, e-mail

Project Objectives:

Main Project Success Criteria:

Approach:

Roles and Responsibilities

Role	Name	Organization/ Position	Contact Information

Sign-off: (Signatures of all above stakeholders. Can sign by their names in table above.)

Comments: (Handwritten or typed comments from above stakeholders, if applicable)

Answer 1

Project Charter
Project Title:	Push-For-Help Virtual Call Center Project for Automobiles
Project Start Date:	20 FEBRUARY, 2019	Projected Finish Date:	20 FEBRUARY,2021
Budget Information:	$ 25,000,000 with a discount factor of 7%
Project Manager: Name, phone, e-mail	Henry Rivera	(541) 754-3110	Henry.Rivera@PushForHelp.com
Project Objectives:	Creation of a virtual call center and an increase in call center capacity by creating three points of contact for customers through Phone, Internet & Automobiles
Main Project Success Criteria:	1.Reduce average handle call time (AHCT) by 25% for each customer without sacrificing quality of service 2.Increase customer satisfaction by reducing the number of customer complaints filed 3.Reduce cost of call center/contact center
Approach:	1.To leverage its dominant position and utilise the data from existing customer bases to launch the portal into the automobile 2.To service not only service Generic Motors customers but also to expand to customers of other automotive manufacturers 3.Their primary agenda is to offer the right service at the right time to right customers using the right information
Roles and Responsibilities
Role	Name	Organization/	Contact Information
		Position
To design and execute the portal software	Robert Cary	Director Software, PushForHelp	Robert.Cary@PushForHelp.com
To seamlessly integrate the Information Systems	Kelly Smith	Information Systems Senior Manager, PushForHelp	Kelly.Smith@PushForHelp.com
To solicit requiremets and deliver the product to Clients - GM & other automobile clients	Chris Davis	Senior Engagement Manager, PushForHelp	Chris.Davis@PushForHelp.com
To act as the spoc for GM	David J'Morgan	Client Delivery Manager	David.Morgan.PushForHelp.com

Assumption on Stakeholders : Since no data has been given regarding the parties who would be handling the various roles and responsibilities , it is assumed that atleast we would need Software & System Mangers to create the modules and integrate it. We need Engagement managers and client delivery managers to ensure that we can coordinate with their clients effectively. The names and contact details are all fictitious.