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Setup Call Center / Contact Center (2. Contact Center Architecture Intro…
Setup Call Center / Contact Center
1. Pengenalan Contact Center
Key Customer Expectation
Contact Center Roles (slide Adira)
Service
Order
Revenue Generation
2. Contact Center Architecture Intro
Strategy
Layanan?
Jam Ops? Start berapa orang? 24 hours / working hours
Operation
KPI
Inbound
Service Level
Response Time? Resolve Time?
Outbound
Productiviy?
Customer Satisfaction
SLA
Numbering
People
Struktur Organisasi
Job Desciption (masukkan knowledge base di Spv)
Minimum Req.
Generic
Specific
Technology
4 komponen CC
Trend Technology
Process
Workflow
Otoritas keputusan?
Facilities
Location
Infrastructure (must, nice to have): listrik?
Opsi Business Scheme
Tahap Implementasi