July 2016

Report Date

July 2016

Achievements in Last Period

• Alternative location for Call Centre secured.
• Agreement reached regarding telephony equipment requirements (turrets/headsets etc.).
• Audio messages drafted and currently being tweaked.
• Telephony Solution developed and submitted for approval (approval expected ASAP).
• Tier 1 staff recruitment offers made.
• Go day Telephony/Desktop support team secured.

Key Risks

• As a result of small numbers of College staff there is a risk of large call queues which could lead to complaints and ultimately reputational damage.
• It is recommended that this is accepted as there is very little can be done under the circumstances - this has been escalated and is being reviewed.

Issues

• Known issues with Euclid performance and lack of volumetrics for design of telephony solution - contingency in place for both and will be monitored, formal acceptance by Uni is required.

Next Steps​

• Process walkthrough meeting to ensure operations will be streamlined on day.
• Deploy phones to call centre site.
• Train Tier 1 staff
• Dry Run
• GO
• Tear Down

Milestones