Contact Centre Set up, Process & Procedure Review

Contact Centre Set up

Contact Centre Setup

- is typically broken down into three stages:

  1. Preliminary Planning: Establishment of the overall requirement, mission and targets, expected volume of activities, organisational structure and role definitions, needs analysis of IT and telephony systems, location and equipment and the cost evaluation and approval processes.
  1. Detailed Planning: Design of work and implementation procedures,  selection of systems, and in-depth planning of the required selection, recruitment and training programs for contact centre staff
  1. Implementation: Management and execution of actual Contact centre Set up and Start Up operation.


Telephos can help plan and manage all facets of evaluation, planning and implementation including strategic planning, developing the business case and hands-on project management including assistance with technology architecture, forecasting staffing requirements and developing quality human resource programs and procedures.



Process & Procedure Review


Development and review of Contact Centre processes and procedures

Development and review of Contact Centre processes and procedures is a circular process - from the initial stages of identifying a gap through to implementation of an suitable and effective process and procedure and subsequent reviews to ensure ongoing relevance and effectiveness.


Review and Analysis / Identify gap and possible solutions, ensure best practise

Consultation and Authorisation / consult with stakeholders to gain input and agreement

Communication & Implementation / develop clear guidelines and implementation (change) processes

Maintenance  / Monitor outcomes meet expectation and implement changes as required

Review / ensure ongoing relevance and effectiveness

Telephos can help plan and manage all facets of evaluation, planning and implementation