Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.
Your proposal must include the following components:
Provide an overview of your proposed program.
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.
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.
Specify the costs for the completion of the program.