Call Center Information Technology Plan

Paper Summary:

This information technology plan describes the recommended structure for a call center. It explains the necessary infrastructure for a call center and also gives background and goals for such an organization.

Business Goals and Objectives
Analysis of the Organizational Structure
Hardware
Software
Vision
Project Portfolio
Implementation Plan
Review
References

From the Paper:

"The report will consist of the following sections:
1) An overview of the business and its goals and objectives.
2) An analysis of the ways in which information technology can support the business goals and objectives.
3) A Current Status Assessment of the information technology environment including hardware, software, information systems, personnel and organizational structure.
4) A model of the information technology environment that will support the systems required to achieve the business objectives
5) A prioritized list of specific projects required to implement the information technology model. Each project will contain information regarding the project objectives, resource requirements, costs and benefits, estimated time frames and potential risks.
6) An implementation plan including support requirements, management tools and structure required to make the plan a reality."

Sample of Sources Used:

• Avaya Call Center (2006) Maximize the Effectiveness of your call center Operations. Retrieved September 24, 2006 from http://www.avaya.com/master-usa/en-us/resource/assets/brochures/gcc2353.pdf
• Fenews (2006) Advanced Project Portfolio Selection Method. Retrieved October 5, 2006 from http://www.fenews.com/fen31/sim_in_financialeng_files/sim_in_financialeng1.html

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MLA Citation: