Dbank$4$U Contact Center

Case

Dbank$4$U is a Dutch fintech that has been in the EU market for $4$ years with great results, and it is making its firsts steps to enter the US market. As one of the branches of this introduction, due to the time zones differences with Europe, as well as within the US$,$ it has decided to establish a Contact Center for customer service in the central region of the US$,$ thinking in the city of San Antonio as first option.

To align the service with its European counterparts, the company has decided on an incremental facility mindset, with a first wave to prove and synchronize its systems, procedures and quality of service. This first wave, consisting of a $20$ operatives' facility $($among others$),$ will work in two shifts to guarantee service from the pacific to the east coast. $["20$ operatives' facility" means $20$ working stations, which added with "two shifts" means that you will need a total of $40$ customer service associates to handle calls$].$

You have been selected $($hired yesterday$)$ as Project Manager, to define the PM process and to lead the complete effort of planning and setting up the facility, making sure to deliver it in a "ready for operations" mode $($ready for firsts customer contacts$).$ For this purpose, you have $4$ months for planning; at this point, according to the suitability of your plan, upper management will give you the go for execution. You will then have $6$ months delivering it$.$ In this turn$-$in date a Dutch commission will oversee the reception of the firsts contacts and give the go$/$no$-$go for operations initiation.

Exercise

This exercise is meant to be constructed in several stages, one step at a time, as the subjects are introduced to you during the course. Thus, it is not meant for you to have all the answers since the beginning.

Embrace uncertainty $($not having all the answers$),$ and follow the steps to construct the plan. At the end, you will have a complete project plan and have learned how apply your knowledge.

This assignment will be done in groups of $4$ persons.

Your task includes, but it is not limited to:

Define the composition of the system

Define the proper life cycle of the whole project

Define the Scone