INFORMATION SCOPE OF WORK 1. What is the nature of the campaign (customer service, Sales, Email etc.)? 2. What is the project duration? 3. What is the type of call? (Inbound or Outbound or Both) 4. How many seats and agents required? 5. What are the days of operation? 6. What are the operational hours? 7. Where will be the Project Location? Your site or Vendor’s Premises? 8. Do we require IVR & Voice mail during operational/after operational hours? 9. What are the language skills requirements? 10. Do you utilize a CRM or back-end system? If yes, please specify. 11. What is the anticipated call volume daily? 12. What are peak hours on call volume? 13. How are the calls distributed during operational hours? 14. What is the expected Average Handling Time per call? 15. What is the required service level? 16. What is the length of a product training period? 17. What are the key performance indicators? 18. What type of daily reports required? 19. Should all calls to be recorded? 20. Should there be an email response every after call? 21. Will the Call Scripts be provided? 22. Are there any unique technology or data requirements?
