IT Services Project Proposal
- 2. OVERVIEW Communication issues between departments. Communication issues between employees resulting from inter-departmental problems. The call center has several requirements split between entertainment, repair, remote support, and general customer questions. The call center is understaffed.
- 3. INTRODUCTION Genie Computers is a medium business that prides itself on technical support to local business and the community of St. Petersburg. Genie Computers have been assisting customers for decades, and upgrades with the time to ensure efficient and accurate support for their clients.
- 4. THE OPPORTUNITY The Current Situation: Rife with errors and outdated phone systems that decrease efficiency. Communication issues between repair and reception. Increased Customer wait times. Key Success Factors: Employee support of the new changes being made. Management’s support of the new changes.
- 5. THE OPPORTUNITY Analysis of Alternatives: Hiring additional call center representatives. Outsourcing technical support to entertainment to chat based support clients with contract workers or full time. Strategic Option: The most strategic option is to upgrade the existing phone systems to allow for a filter before reaching a human representative. This would decrease traffic directed at the call center, and allow for a more automated phone system.
- 6. BENEFITS AND RISKS OF STRATEGIC OPTIONS Benefits: Increased customer support value. Decreased waiting and hold times. Increased communication between departments. Solely discussing matters between departments instead of confusion about the call coming in. Risks: Employee apathy, and disregard for the new policies. Management apathy, and disregard for the new policies.
- 7. FINAL RECOMMENDATIONS POE Phone system with an automated recipient using a filter to transfer calls to the correct department. “Yealink’s SIP-T21P E2 takes entry-level IP phones to a level never achieved before. It features exceptional voice clarity and enhanced speaker quality. It has a 2-port Fast Ethernet switch with PoE (Power over Ethernet) support…”