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M3 Playbook > Phase 3: Engagement > 3.15 Define Contact Center Structure

3.15 Define Contact Center Structure

Process and Service Delivery

Task Activities

  1. Customer

    Document requirements for the customer contact center function based on Target State Concept of Operations and Operations and Maintenance (O&M) requirements

  2. Shared

    Review provider contact center capabilities, tier structure, and estimated cost of services

  3. Shared

    Identify gaps between provider contact center capabilities and the customer requirements

  4. Shared

    Develop gap solutions for contact center gaps and adjust estimated cost of services

  5. Shared

    Document Integrated Contact Center Strategy to implement changes to contact center processes, roles, and capacity for customer and provider

  6. Shared

    Report updates in governance meetings and Status Reports/Dashboards

3.15 Best Practices

  • Develop procedures to triage and escalate inquiries and incidents between the customer and provider
  • Establish integration points and handoffs between customer and provider including inquiry and issue routing. Define performance metrics (e.g., wait times, average call time, call volume) and identify technology to be used to track and record help desk inquires. Define plans to train help desk support and identify knowledge required for the contact center

Stakeholders

Customer

  • Business Owner
  • Program Manager
  • PMO Lead
  • PMO Team
  • Functional Lead
  • Functional SME
  • Change Management Lead

Provider

  • Business Owner
  • Program Manager
  • PMO Lead
  • PMO Team
  • Functional Lead
  • Functional SME
  • Change Management Lead

Inputs

Outputs

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