Project Management of the Setup of a South African Cards Service Centre
Description of Project:
As the FIFA World Cup in South Africa approached, our client tasked us with project managing the design and set-up of a freephone call centre in the region.
The call centre was to support the client’s global customers travelling to the event, providing them with emergency help as well as offering recommendations on hotels, restaurants and local activities.
With the showpiece kick-off on the horizon, achieving the tight deadline would prove one of the project’s biggest challenges.
Chaucer’s Scope:
The project included four workstreams – namely the call centre design, set-up and training, design and implementation of an enhanced emergency card replacement process for South Africa, design and implementation of an emergency funding solution in South Africa and comprehensive communications to over 20,000 people globally
Meanwhile, the project deliverables included:
- Project definition document
- Detailed requirements
- Host scoring and selection method
- Microsoft Project Plan
- Communications plan and materials
- Process maps
- Detailed procedures
- 200 page information document for call centre agents
- Telephone lookup database for agents
- IVR decision trees including studio voice recordings
- Training materials
- Legal contracts
Benefits:
- The call centre went live on time and on budget
- The project formed a key part of the client’s Marketing initiative
- Chaucer brought expertise in project management techniques and tools that provided clear transparency of progress.
Client Quote
“I wanted to commend you all on the fantastic work you have done on getting [us] ready for the World Cup. The quality of what you have produced is most impressive and the principles behind it are very sound”
- Head of the Global Business Division
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