The document defines roles and responsibilities for a new hosted contact center solution, outlining roles for [Company] contact center managers, supervisors, agents, and analysts to support functions like workforce management, quality assurance, and reporting. It also defines responsibilities for a contact center operations manager, hosted contact solution analyst, and [Company] application support to oversee the contact center functions and ensure technical support of applications.

1. [Company] Contact Center
“To-Be” Organization
Roles and Responsibilities
August 15, 2011
Version 1.0
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2. Table of Contents
1. Introduction ............................................................................................................ 3
1.1 Purpose .......................................................................................................................................... 3
1.2 [Company] Corporate Solutions Contact Center Mission ............................................................... 3
1.3 Business Benefits ........................................................................................................................... 3
1.4 Scope of this Document ................................................................................................................. 4
1.5 [Company] Reference Material ....................................................................................................... 4
2. [Company] Contact Center Roles and Responsibilities .......................................... 5
2.1 [Company] Responsibilities ............................................................................................................ 5
2.2 Service Provider Responsibilities ................................................................................................. 13
2.3 Contact Center Clients.................................................................................................................. 14
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3. 1. Introduction
1.1 Purpose
The Purpose of this document is to define the [Company] Roles and Responsibilities that support the
ongoing operation of the new Hosted Contact Center Solution. This document outlines the “to-be”
organization that must be in place, including [Company] and all other stakeholders, to ensure a successful
implementation and ongoing operation of the Hosted Contact Center solution. Once the Hosted Contact
Center solution is fully launched, this document can be used and updated indefinitely to define the
organization that uses and supports the Hosted Contact Center Solution for [Company].
.
1.2 [Company] Corporate Solutions Contact Center Mission
The mission of all [Company] Contact Centers is to support:
[Company] Associates & Tenants, [Company] Property Managers, Service Vendors
To provide a primary Customer Touch Point to facilitate:
Day-To-Day Preventative Maintenance
Reactive Maintenance
Rush (or Emergency) Support
By:
Understanding Client Needs
Diagnosing Needed Services and Creating a Work Order
Dispatching an Appropriate Service Provider
Collecting Survey Data and Engaging Property Teams to Ensure Client Satisfaction
1.3 Business Benefits
The following are identified benefits of the Hosted Contact Center Solution. Roles and Responsibilities
are defined to ensure these benefits can be achieved on an ongoing basis:
Solid Foundation for Contact Center Operations: New, current technology Contact Center
equipment will provides a solid foundation for Contact Center operations by providing functional
scalability, reliability, extensibility, business continuity support (including disaster recovery), and new
telephony functions and features, such as supporting work at home Agents.
Maximize Contact Center Employee Efficiency: Calls route to Agents in their current Contact
Center support locations. The Contact Center hosting solution provides the ability to route callers to
an available Agent in any of the served locations in order to minimize caller hold time and increase
useful seat time. Self Service Options improve effciency of the Contact Center.
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4. Client Retention: Contact Center hosting solution helps to ensure client retention and continuity of
current Revenue Streams due to improvements over current state equipment operation and removal
of current PBX related Customer Dissatisfiers (Pittsburgh outages).
Enable Continued Call Center Growth: Contact Center hosting solution enables for continued
growth of the in scope Contact Centers by implementing a solution that can scale to meet the 5-year
projected growth at these locations. This solution also scales to include other North American
Contact Centers and International Contact Centers, although not in the intiial Phase 1 Project.
Centralized Support: Contact Center solution improvements and support metrics enable the
Hosting Vendor to centralize active technical support for the new Contact Center systems/solutions,
providing 7x24x365 support for a highly visible customer touch point. [Company] IT supports as a
trusted advisor and manages technical issues related to the solution.
1.4 Scope of this Document
The roles and responsibilities that are outlined in this document provide the organizational foundation
needed to:
Support a Hosted Contact Center technology foundation that supports a customer centric
environment using an inbound call, outbound call, and self-service model to achieve results.
Support a Hosted Contact Center Service Model that is centrally managed by the Hosting Vendor
and effectively meets [Company]’s commitments to their clients, especially Contact Center
Service Level Agreements.
1.4.1 Out of-Scope Roles
Out-of-Scope roles include organizations that are not affected by the Contact Center solution. This
includes the Detroit site..
This document also does not include Roles/Responsibilities related to OneView Service Center, except
where the IVR interfaces with the OneView Work Order Data
1.5 [Company] Reference Material
The documents “Roles and Responsibilities,” 2.0 section, will serve as a foundation to group, by similar
role, the Communication lists for the Communication Plan. Additionally, this document provides the basis
for the Training Plan by outlining the responsibilities of each role.
.
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5. 2. [Company] Contact Center Roles and
Responsibilities
This section outlines each role and the related responsibilities.
2.1 [Company] Responsibilities
[Company] has a number of roles and responsibilities associated with the proper functioning of the
Hosted Contact Center Solution.
2.1.1 Executive Sponsors
Purpose: The executive sponsor provides executive vision and ensures organizational support for the
Hosted Contact Center Solution. This executive provides oversight for the Hosted Contact Center
Management Team.
Responsibilities:
Provides Executive Vision for Contact Center Solution, including ensuring appropriate business goals
and objectives are developed
Provides Executive Sponsorship for and Communicates high-level business goals and objectives
Works with other Executives to create alignment between functional groups and processes in order to
provide leadership needed to bring the goals and benefits to life
Responsible to provide oversight to ensure appropriate schedules, budgets, and client
results/deliverables from the Hosted Contact Center.
2.1.2 Steering Board
Purpose: Steering Boards/Committees are company stakeholders and experts who help top executives
make decisions that impact the Hosted Contact Center.
Responsibilities:
• Ensure that Hosted Contact Center performance is defined, tracked, and reported on a monthly basis.
• Ensure opportunities and issues related to the Hosted Contact Center solution are identified,
reported, and resolved in a timely basis.
• Provide a forum for data review, discussion, and Executive decision making regarding the Hosted
Contact Center
• Provide centralized oversight for system maintenance and solution performance
• Identify a [Company] Contact Center person or persons who will be the Corporate Solutions single
point of contact (SPOC) for Vendor Relations.
Monitoring Process for New Solution
A Steering Committee Meeting is scheduled monthly. The Corporate Solutions SPOC prepares and
presents a Steering Committee Presentation including performance, opportunity, and risk/issues content.
Action Items are developed based on the meeting outcomes.
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6. 2.1.3 Contact Center Managers
Purpose: Manages the day-to-day operations of selected Contact Center clients
Responsibilities:
Provide coaching, feedback and training to supervisors
Reviews and leverages Quality Assurance efforts
Writes and conducts performance evaluations, make employment decisions, set up performance
goals and targets for assigned team
Responsible for meeting Contact Center SLA targets/goals and agent performance
Handles escalated calls from supervisors
Develops, Tracks, and reports on the budget
Review Contact Center reports daily to analyze each sites performance and make suggested
process improvements based on findings
Identifies opportunities, risks/issues and performance of the Hosted Contact Center and reports them
to the Hosted Contact Center SPOC
Conduct monthly meetings to update all Contact Center employees on procedure and policy changes
Monitoring Process for New Solution
Using reports, review call center(s) performance (service level, talk time, etc.,) daily to maximize
performance
Ensure proper Work Force Management and Quality Assurance work efforts related to owned
Contact Center client
Understand revenue and costs and submit a budget update monthly
Compile and analyze monthly statistics, trends, issues and risks to gain a clear understanding of the
operation of the contact center for the owned client and report these to the SPOC on a monthly basis.
This is input for the Steering Committee presentation.
2.1.4 Contact Center Supervisors
Purpose: Develop and supervise a team of agents
Responsibilities:
Manage agents performance and prepare their performance reports, working with Quality Assurance
Follow up and resolve escalated customer complaints and questions
o Manage, train and guide call center agents to execute their tasks
o Listen and compare agent monitoring results to survey results.
o Use call center reports to improve performance of center
Periodically listen in on “live” agent calls (please note, the Quality Assurance Analyst(s) will score the
calls) to calibrate an agents knowledge and customer service skills
Monitoring Process for New Solution
Using reports, review call center call activity daily (call types, wrap up time, talk time, etc.,) to
measure performance
Review surveys, QA results, and monitoring results daily for quality control
Use daily agent “huddles” to reinforce correct use of call/activities types
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7. 2.1.5 Contact Center Agents
Purpose: A call center agent is responsible for answering customer inquiries. They are responsible for
satisfying the customer and to maintain a good image for the company.
Responsibilities:
Provide superior inbound and outbound customer service
Use questioning and listening skills that support effective telephone communication.
Use an effective/logical approach to handle special telephone tasks/actions; call transfers, escalated
calls, etc.
Monitoring Process for New Solution
Pass a quarterly test to verify agent proficiency on call activity use (call types, call wrap, talk time,
etc.)
Agent Calls are Recorded for Quality purposes
Agent calls are silently monitored by Supervisors for coaching purposes
2.1.6 Contact Center Operations Manager
Purpose: Oversee Contact Center support functions (Data Analysis, WFM and Quality Assurance) to
improve Contact Center Performance and Customer Satisfaction
Responsibilities:
Provide oversight, coaching, mentoring and training for Contact Center Analysts
Responsible for quality/improvements of Contact Center deliverables/solutions (WFM, Quality
Assurance and reporting)
Manage business processes (such as user acceptance testing) that support the Contact Center.
Work with the Contact Center Manager to identify and articulate reporting requirements
Write and conduct performance evaluations, make employment decisions, set up performance goals
and targets for assigned team.
Act as primary point of contact for Contact Center business requirements with IT., etc., when
implementing Contact Center solutions.
Monitoring Process for New Solution
Conduct daily debrief with analysts to verify monitoring processes work effectively; no “hot spots.” If
“hot spots” exist, work with Contact Center Manager and/or analysts to rectify.
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8. 2.1.7 WFM Analyst
Purpose: The Workforce Analyst will be responsible for supporting day to day agent forecasting and
scheduling for Contact Center sites (Pittsburg, Charlotte, at-home).
Responsibilities:
Conducts call volume, resource and capacity planning forecasting
Leads in the effort of building staffing strategies and plans that support multi-site (including at home)
and multi-skilled agents
Manages agent shift bidding and vacation requests against created staffing plans
Prepares agent work schedules (i.e. days worked, breaks, lunches, etc.)
Support local and last minute changes to the intra-day schedule
Supports real-time tracking of schedule adherence with supervisor alerts
Review historical and real time scheduling and forecasting reports to improve Contact Center and
agent performance
Prepare monthly report for Managers on WFM findings (i.e. forecasting trends, how changes to the
schedule helped SLA performance, etc.)
Performs other analyst roles as required
Monitoring Process for New Solution
Verify daily the business rules for WFM are working appropriately (i.e. Test to verify schedule
changes and exceptions can be made in 1 minute increments.)
Verify scheduling options are working properly daily (i.e. test intra-day reforecasting)
Test weekly the ability for CSR’s to be relocated or moved from one schedule and forecast location to
another.
Review historical agent forecasting and scheduling reports daily for trends/seasonality; predict future
manpower needs based on findings.
2.1.8 Contact Center Quality Assurance Analysts
Purpose: Record, monitor and score an agents incoming and outgoing calls/screen shot data to ensure
quality customer service and adherence to the policies and procedures of the organization.
Responsibilities
Responsible for listening, reviewing and grading a predetermined number of calls/screen shots
between agents and customers daily.
Responsible for maintaining (archiving) and revising agent scorecards.
Responsible for maintaining (archiving) customer surveys data
Responsible to compile customer survey aggregate and client specific results on a periodic basis
Responsible to generate/develop a “call back list” based on survey results. Uses Call Back lists to
gather additional feedback for the Contact Center.
Responsible for retrieving call or screen shots to resolve disputes when questions arise as to what
was said.
Evaluate and measure customer satisfaction surveys compared to call/screen capture data.
Prepare monthly report for Managers on Quality Assurance findings (i.e. # of monitoring, recordings,
screen shots, survey findings, trends, opportunities, issues/risks etc.)
Verify that the correct calls/screen shots are “tagged”
Performs other analyst roles as required
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9. Monitoring Process for New Solution
Verify daily that the number/specific samples of required call recordings is actually recorded.
Verify daily agent recordings coincide with the same customer survey call
Review daily that call/screen shot recordings are archived/saved as required.
Test daily that specific call/screen shot and survey data can be retrieved using appropriate business
rules
Review daily that screens captures are working appropriately and correct “tagging” business rules
are applied
Verify client permissions for monitoring work effectively (i.e. barge in functionality)
Based on call monitoring/screen shot results, share agent training and performance improvement
ideas weekly with Contact Center Manager.
2.1.9 Contact Center Hosted Contact Solution Analyst
Purpose: The Contact Center Analyst will analyze data and provide recommendations that will help
improve their overall customer experience and department performance.
Responsibility:
Analyze/report on Contact Center KPI’s (listed below), for maximum Call Center performance; create
overview report to share SLA results/trends daily with Managers.
Ability to set up/revise an agents skills set and queue configuration
Perform Move, Add, Change and Delete for Hosted Contact System Users
Adjust and create roles for managers, supervisors or agents to retrieve and configure specific reports
Responsible for executing contingency plans when an emergency at one site causes that site to
shut down
Responsible for establishing/changing time of day requirements and caller prioritization rules
Update dashboard data and threshold alerts when needed
Manage business rules for IVR menus/mapping
Work with Contact Center management to update/revise IVR scripts
Develop new reports as requested by management and manage appropriate business rules
(automatic report generation or manual, etc.)
Provide a SPOC for the Hosted Contact System vendor for technical issues
Monitoring Process for New Solution
Review new Contact Center Reports daily to measure call accuracy
Monitor system functionality daily (i.e. WFM inputs to outputs, etc.) for efficiency and effectiveness.
Analyze IVR call stats daily to validate no hot spots exist
Test daily that reports can be send via email through the desktop
Test that reports can be saved based on the user and that automated reports can also be ran.
Conduct daily validations that CSR skills sets, queue configuration and call tagging options work
correctly.
Test monthly that dashboard and color coding business rules are correct.
Performs other analyst roles as required
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10. 2.1.9.1 Key Performance Indicator (KPI) Reports and Standards
The proposed System or Solution must automatically generate the following Metrics, providing detailed
status reports related to call center efficiency and effectiveness on a daily basis. Vendor is expected
provide a system or solution that can effectively support the achievement of the best practice standards
which are outlined below. These reports shall include:
I. Key Performance Indicators
a. Service Level
i. 80% of your calls are answered in how many seconds
ii. Best practice within 20 seconds
b. Average speed of answer (ASA)
i. ASA = Total time in queue / total number of calls answered
ii. Current practice is less than 1 minute
c. Average Call Handle Time
i. Sum of talk time, hold time, and after call work time
ii. Current Call Handle time is less than 3 minutes
d. Average Abandon Rate
i. Percent of calls abandoned compared to number of calls received
ii. Current metric is <5%
e. Average agent occupancy rate
i. Time that an agent is in his seat compared to number of hours worked on a call
ii. Best practice 80% - 85%
f. First Call Resolution
i. Number of client voice contacts to close a work order
ii. Typical Best Practice 80% calls
g. Percentage of calls answered by self-service channels compared to volume of inbound
calls handled
h. CSR monthly and yearly attrition rates and new hire and existing training hours
II. Customer Satisfaction
a. Satisfaction of Client based on a 1-5 scale, or as agreed
b. Percent of callers who give a perfect/lowest score within the past 30 days from customer
surveys conducted in via the system.
2.1.10 [Company] Application Support
Purpose: Configuration and support of applications related to hosted Contact Center
Role:
Support IVR work order data to Middleware application
Provide technical expertise on SQL access to OneView work order data
Support troubleshooting of application related to issues or problems
Configuration and support of iis
Monitoring Process for New Solution
No current monitoring processes or systems will change with the new solution
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11. 2.1.11 [Company] NetOps
Purpose: Monitors site connectivity
Role:
Monitor MPLS connectivity to the sites and engages Verizon in the event of issues
Verify power status with Verizon
Issues Sev1 notices and communicates with Verizon in the even they do not receive timely updates
Monitoring Process for New Solution:
No current monitoring processes or systems will change with the new solution
2.1.12 [Company] Network Team
Purpose: Issue escalation to Network Support team
Role:
Responsible if Sev1 ticket is not resolved timely and/or the issue is not with the Verizon MPLS WAN,
escalate issue to Network Support Team.
Monitoring Process for New Solution:
No current monitoring processes or systems will change with the new solution
2.1.13 Server Admin (Server Team)
Purpose: Responsible for Hardware and Operating system support
Role:
Assemble the hardware; rack it, configure it and install the operating system to the specifications of
the requester.
Support file system backup and restoration of the data on the server
Provide 24 x 7 supports of hardware and Operating system.
Monitoring Process for New Solution
No current monitoring processes or systems will change with the new solution
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12. 2.1.14 [Company] Property Managers
Purpose: A property manager's main responsibility is to maintain and even increase the value of various
real estate investments.
Responsibilities:
Scheduling property maintenance
Analyzing market conditions
Managing building maintenance projects
Compiling data for financial reports
Evaluating performance of employees
Negotiating real estate sales contracts
Resolving customer and public complaints
Maintaining records, reports and files
Ensuring rental properties are occupied
Respond (approve or deny) CSR “rush” or “emergency” dispatched work order
Promptly answer a CSR’s follow-up call to verify they received a CSR “rush” and “emergency”
dispatched work order.
Use web or call CSR to update the work orders status
Monitoring Process for New Solution
New ACD reports can compare the # of CSR outbound contacts to Property Manager “emergency or
“rush” work orders to verify the “rush” and “emergency” work order matches with the # of outbound
calls.
The QA solution will monitor the CSR’s customer service skills while speaking with Property
Managers.
Using call reports, capture the specific Project Managers calling into the Contact Center to update
their work order status
2.1.15 [Company] Business Users (Pittsburgh Only)
Purpose: The Brokerage Team completes transactions for owners and occupiers of office and
commercial real estate, often dealing with the highest levels of the organizations they are prospecting to.
These phone system users make cold calls to prospects in an effort to understand real estate needs,
represent tenants to landlords to obtain space, provide research stats and occupancy analysis to
organizations we are prospecting as well as our clients.
Responsibilities: The [Company] Business Users will be provided with one line of telephone service and
a voice mailbox. The telephones can make local, long distance, and international calls. Each call will be
billed at $.012 per minute, plus any international charges. Business Users are expected to maintain their
mailbox.
Monitoring Process for New Solution:
• Contact Center Solution Analyst monitors mailbox maintenance
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13. • Someone determines appropriate monthly billing and cross charges Brokerage Team for utilization
(licenses and phone minute fees)
2.1.16 [Company] Corporate Solutions Sales
Purpose: Participate in the development of strategic sales targets and plans. Lead in the development of
marketing sales plans for specific areas/locations.
Role:
Develop and maintain effective communication with the Operations and Call Center teams to achieve
sales goals and increase the long-term value of the business.
Utilize Sales and Marketing techniques/materials to develop new leads, secure new customers,
maintain existing customers and to promote clients across the region.
Develop and maintain relationships with existing and prospective customers across the region.
Maintain a strong understanding of market trends (including the competition) across branch, location
and market area.
Monitoring Process for New Solution:
Using Contact Centers reporting data as a sales tool (low ASA, high service level), illustrate
[Company]’s ability to provide excellent customer service.
2.2 Service Provider Responsibilities
2.2.1 [Company] Associates and Non-[Company] Service Provides
(i.e. both positions have the same roles and responsibilities)
Purpose: Ensure superior customer service and execute/resolve client issues and SLA goals while
maintaining financial targets
Role:
Maintain a high level of client satisfaction and service delivery based on the following measures:
1) Client satisfaction surveys; 2) Quality and accuracy of work (QAR), 3) Adherence to data integrity
and quality control processes.
Identify opportunities for process improvement and; recommend ideas to enhance business results
Retain and expand the client base; assist in expansion of new clients through assisting in RFP
responses.
Complete timely and accurate monthly status updates, financial reports, budgets and variance
analyses.
Respond to a CSR “rush” or “emergency” dispatched work order
Promptly answer a CSR’s follow-up call to verify they received a CSR “rush” and “emergency”
dispatched work order
Use web or call CSR to update the work orders status
Monitoring Process for New Solution:
New ACD reports can compare the # of Service Providers calling a CSR to close/update a work
order
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14. The QA solution will monitor the CSR’s customer service skills while speaking with Service
Providers
Using Call reports, capture the specific Service Providers calling into the Contact Center to update
their work order status.
2.2.2 BOA Service Providers
Purpose: An outsourced company that resolves the dispatched work orders.
Role:
Repair, replace or clean “fix it” items on work orders
Use IVR, web or call CSR to update work orders status
Respond to a CSR “rush” or “emergency” dispatched work order
Promptly answer a CSR’s follow-up call to verify they received a CSR “rush” and “emergency”
dispatched work order
Monitoring Process for New Solution
New ACD reports can compare the # of Service Provider calling a CSR vs. the IVR to close/update a
work order.
The QA solution will monitor the CSR’s customer service skills while speaking with Service
Providers
Using call reports, capture specific Service Providers calling into the Contact Center to update their
work order status; this can assist with re-training the Service Providers to call into lower cost touch
points.
2.3 Contact Center Clients
Purpose: The Contact Center Client (i.e. tenants, service providers and property management teams) will
call into the Service Center for assistance/inquires.
Role:
The Contact Center client will call, email/fax or use the web to contact the Service Center for various
reasons including but not limited to facility related requests and inquires on existing work orders.
The client can open and update the status of a work order via the web or inbound call
Monitoring Process for New Solution
Use new call reports to analyze what phone options customers are selecting to measure efficiency
Use new call reports to analyze client call routing rules to verify that the client ends up in the correct
CSR queue/group.
The QA solution will monitor the CSR’s customer service skills
Client surveys will be used to compare against CSR scorecard results
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15. With reports, compare request submissions, by client, via phone, email, and web; use results to move
more clients to lower cost touch points (email, web.)
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