Advanced
Contact Centre Solutions provides independent technology review of capital
projects along with managing the project and ensuring an appropriate maintenance
contract is in place.
Capital
projects are approved based on efficiency improvements that are illustrated
within the business case that is created by the finance and IT groups in
conjunction with the vendor. The business cases take an academic approach to a
problem which assumes current operational advantages are transferable.
Therefore prior to committing to the forecast savings current operational
processes need to be evaluated to determine the impact the new process will have
on current efficiencies.
ACCS will
facilitate a process mapping exercise that outlines all the tasks and their
dependencies within the current operation that will be impacted by this system
change. This documentation would include service standards and costs for these
tasks.
The
purpose of the maintenance contract is to ensure professional support with the
new system along with avoidance of costly and timely down time. The cost for a
maintenance contract averages between 15% to 25% of the initial system cost with
most systems having a life span of 6 to 8 years. Therefore it is important
that the maintenance contract is drafted to ensure that the service standards
meet the business needs and fit the environment for the clients contact centre.
ACCS has
developed a building block process approach to project management and system
evaluation.
