Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds).
Revise Proposal
Your proposal must include the following components:
Summary:
Provide an overview of your proposed program.
Introduction:
Identify the problem or opportunity.
Explain the purpose of the proposal.
Indicate the scale of the proposal.
Explain the organization method implemented to carry out the program.
Proposed Program:
Provide clear details of the proposed program.
Describe the products and/or services you will be offering.
List the specific tasks you will be performing.
Qualifications and Experiences:
Describe your qualifications.
Explain how they fulfill the requirements specified in the IFB or RFP.
Present your experiences in the field.
Budget:
Specify the costs for the completion of the program.