avanza

Call Center Managerat

Standard Chartered Bank

Scope of work and Proposal

Version 1.2

Document HistoryDate Version Description Author

08 July-2002 1.0 First Release M.Muzaffar Jamil

08-July-2002 1.1 Second Release Junaid Khan

12-July-02 1.2 Third Release Junaid Khan

Call Center Manager 1

TABLE OF CONTENTS

1. INTRODUCTION.....................................................................................................4

2. OVERVIEW...............................................................................................................5

3. SYSTEM BENEFITS................................................................................................6

4. EXISTING SYSTEM................................................................................................7

5. SOLUTION AND APPROACH...............................................................................8

6. SYSTEM FUNCTIONS AND FEATURES..........................................................10

6.1. SERVER SIDE CORE APPLICATION AND DATABASE MODULE..............................106.2. CALL CENTER PACKAGE....................................................................................116.3. CUSTOMER CARE PACKAGE...............................................................................136.4. BRANCH PACKAGE.............................................................................................146.5. DATA ENTRY PACKAGE.....................................................................................15

7. ISSUES......................................................................................................................16

8. TOOLS AND TECHNOLOGY..............................................................................17

9. TEAM STRUCTURE..............................................................................................18

9.1. AVANZA SOLUTIONS..........................................................................................189.2. SCB....................................................................................................................18

10. PROJECT APPROACH.....................................................................................20

12. TERMS AND CONDITIONS.............................................................................23

12.1. CUSTOMERS RESPONSIBILITIES......................................................................2312.2. AVANZA RESPONSIBILITIES............................................................................2412.3. PAYMENT TERMS...........................................................................................2512.4. VALIDITY.......................................................................................................2612.5. ACCEPTANCE CRITERIA..................................................................................2712.6. CHANGE CONTROL.........................................................................................2812.7. DELIVERABLES...............................................................................................2912.8. DEPLOYMENT AND TRAINING........................................................................3012.9. SOURCE CODE................................................................................................3112.10. GENERAL........................................................................................................3212.11. Warranty and Support....................................................................................33


1. Introduction

This document provides the scope of work for the Call center manager at Standard Chartered Grindlays.

This document provides the details of the C-Manager solution according to Standard Chartered requirements. It talks about the packages involved and how they integrate to provide the complete solution. The technical proposal also provides the insight into the authentication mechanism and the role of the customer information repository.

The final section provides the details of the proposal in terms of resource requirements, tools and technologies, terms and conditions, and financials.


2. Overview

The purpose of the system is to implement a proper Call Center management system. The focus is to facilitate the bank in call center operations providing maximum automation.

There are five packages involved in the system

1) Server side Core application and database Module.

2) Call Center Module

3) Customer Care Module

4) Branch Module

5) Data Entry Module

We will discuss them in detail in the later sections.

Since the system is very diversified having a very complex network, same application will be used at all nodes; except the core. User roles will be defined to customize the application. User could be defined in many ways like a data entry operator, who will only perform the data entry features; Customer care operator would be able to access the customer care package. In addition the administrator would be able to customize the users like a user can be allowed to use data entry as well as customer care packages.


3. System Benefits

The use of the Call Center management system will allow the following benefits for the SCG

1) The data of the customers will become centralized, hence all the packages will use the same copy of the system, It would be the same everywhere. This can be used to synchronize the isolated systems.

2) It exposes a set of APIs for data handling instead of SQL calls which makes it flexible enough for future enhancements as well as complete back end replacement.

3) The system will also perform PIN Validation as well as relationship management.

4) The operators at the call center would be able to view customer profile, Log complaints and enter E- Forms.

5) Bank would be able to add new customers.

6) The Customer care operators would be able to view and update complaints as well as enter remarks on E-Forms.

7) Administrative application will facilitate the banks to add new E-Forms and describe complaint attributes.


4. Existing System

Right now Standard chartered has the core banking system running on AS400. C-Manager won’t be interfacing with the Core system. Existing records will be imported from the core banking system into C-Manager using some standard import mechanism. C-Manager will use its own data Repository. The systems running parallel on the Call center will be,

BBS

Card 400

Asset

In phase 2 they will also be interfaced with C-manager and the operator will only use one application for all the functions. In the first phase, the applications on these systems will be used by Alt-Tab mechanism and manually providing the customer information to these screens.


5. Solution and Approach

There will be no direct link with the existing bank database. However we will investigate during the detail study of the system the import procedure of the existing customers.

The system consists of five modules. These modules will be deployed according to the requirement of the user. All these packages will share the same database using the APIs provided by the core system.

Avanza Solutions also aim to develop and implement the system into multiple phases due to limitation of the time, and evolve the system on need basis. So the operators will use BBS, Card400 and Asset for different operations and information but they will be replaced in the later phases with one complete middleware solution.



6. System Functions and Features

6.1. Server side Core application and database module.

1) Core Central Data Store with facility to define more relationships, eforms, and complaint attributes.

2) Maintenance of central data store.

3) Administrative functionalities like database creation, Pin generation, Pin mailers etc.

4) 7 User defined reports with the provision for SCG to add more on their own.

5) A set of APIs to access the data store and perform different tasks.

6) E-Form Designer to create E-Forms.


Database API Reports

Admin

Server

6.2. Call Center Package

Three modules constitute the Call Center Package

E-Forms

Complaint manager

Customer Manager

These modules will cover the following functionality

1) Customer Manager will be used to authenticate the customer and provide relationship information of the customer.

2) E-forms will be used to enter, view and update the transactions available over call center.

3) Complaint manager will used to view and log complaints of the customer.

4) Provide updated transaction replies and complaints status.

5) It will use the Core application’s expose APIs for data access.

6) Searching of transactions on relationship numbers.


6.3. Customer Care Package

1) This will assist the CCU operators to view the complaints and change or close their status.

2) Through this package the CCU operators would be able to enter comments on the E-Forms.

3) Monitoring of all the E-Forms.

4) It will also use the same APIs provided by the Core application for data access.

5) Searching of transactions on relationship numbers.


BBS Card Asset

Cust. Info E-Forms Complaints

API

Call Center

E-Form Complaints

C-Manager

API

CCU

6.4. Branch Package

1) This will contain the E-Form viewer in order to facilitate the branch to act upon transactions inserted by Call center Operators.

2) The users would be able to close any transaction using this package.


4) Some of the transactions are

Pay Order request.

Statement request.


6.5. Data Entry Package

1) This package will be used to add new customers into the data store.

2) It will also be used to import the existing customers.

3) New relationship numbers will be added/generated through this package.

4) All the delivery channel information will be posted into the central data store using this package.


E-Forms

Viewer

C-Manager

API

Branch


7. Issues

The Call Center is more of an art then technology and the bank need to be very clear in its objectives and kind of services they want to offer through the call centers. All the packages defined in this proposal are logical boundaries for the applications that will facilitate the call center operations. What those operations will be? How they will be executed? What will be the processes and workflow? What will be the roles of the different operators? These are some of the questions that need to be answered before the deployment of a call center management application.


Data Entry Operators

Data Entry

C-Manager

API

The above and similar issues need a thorough discovery and elaboration phase, in which the vendor and the bank will participate to define the scope and the boundaries of all the applications. The time and cost estimates given in this proposal are based around the time constraint of the bank, if the overall solution requires more time then the approach will be as follows. It will be phased out so that the minimum set of functionality is rolled out in the first phase and then gradually the bank introduces new services.

8. Tools and Technology

The front-end application will be developed on Visual Basic while Oracle or SQL server as back end database. SQL Server is recommended because of the following reasons

Its available with the bank and hence no additional cost is involved


SQL Server 2000 is robust enough to handle the requirements of SCB

Its manageability out performs the rest

CTI integration in the future will be possible and easier with SQL Server

Outbound call center in the future can be built around SQL Server

CTI Integration with DB2 is not clear at the moment and there are not many installations in this regard.

9. Team Structure

9.1. Avanza Solutions

Avanza Solutions will assign the following team for this project

Phase TeamDiscovery 1 Team leadConstruction 1 Team lead


2 Developers1 QC

Deployment 1 Team Lead2 Developers

Avanza Solutions will also provide one onsite support resource after the project is commissioned. Initially the resource will be for one month, and depending on the requirement and status of the application, the resource time period can be extended to two months. There will be no additional charges during the given time period.

The development team will work offsite during the construction phase, however, as the iteration development approach is used by Avanza Solutions, updates on deliverables as per project plan will be shared with SCB for comments. Once the construction is over the team will work totally onsite for deployment. In the initial phase of discovery, Avanza Solutions resources will work with the resources from SCB to perform the scoping exercise.

9.2. SCB

Phase TeamDiscovery Project Manager

Marketing ResourceAudit Resource

Construction Project MangerDeployment Project Manager

Network Consultant


In addition to the team mentioned above, SCB will appoint one point of contact for Avanza Solutions for all matters.

10. Project Approach

Avanza Solutions works closely with the customer to work out a reasonable workable solution according to the customer needs. Avanza Solutions knows that the systems changes and evolves so change is the important part of the development life cycle.

Our development life cycle consist of following phases

Inception


Discovery (analysis)

Construction (Design and Development)

Transition (Deployment and final tweaking)

All these phases are iterative; however since this project has to be completed in the limited time so Avanza Solutions suggest the following flow of execution of the project, all the time given is in working days.

There will be an elaboration phase of 30 Days, after this we will come up with a detailed specification and acceptance document.

The development will start in parallel with the analysis with a lag of not more than 7 days and will overlap with the elaboration phase. As and when we finalize certain areas, they will be handed over to the development team. The total time for development and customization will be 30 days.

After a 7 day initial scoping, a presentation will be given to all the stakeholders for their input and comments and based on the outcome of this presentation, the elaboration of the specs will be performed. As the time lines are very aggressive, the requests from the different stakeholders will be weighed accordingly and all the efforts will be made to accommodate the requests as much as possible. It will be the responsibility of the bank to get the sign off on the specifications from all the stakeholders.

The final deployment will be around 25 days and will be done after the development phase. However, there will be certain tasks like configuration of machines and servers etc which will start during the development phase.

The final UAT will follow the deployment and then there will be a training for a maximum of 15 operators.

The total time of the project will be 90 working days or 2.5 months of elapsed time.


11. Terms and Conditions

This section describes the various terms and conditions associated with the project.

11.1. Customers Responsibilities

The customer will be responsible for the following activities


Availability of resources as per the project plan

Access to the banks host and other applications for the implementation of the solution

Office space for the Avanza resources

Import files containing customer account information

Test environment

11.2. Avanza Responsibilities

Avanza Solutions will be responsible for the following activities

Successful implementation of the proposed solutions

Availability of resources as per the project plan

Providing test scripts and Testing of application

Help in roll out of the project

Documentation of the project


11.3. Payment Terms

The project will be bound by the following payment terms

50% on signing the contract

40% on implementation of the proposed solution

10% on project acceptance (Not later then 45 days of implementation)

The payments are to be released within 15 days of achieving the milestones.

11.4. Validity

This offer is valid for 30 days from the date of proposing.

11.5. Acceptance Criteria

As there are so many variables involved in this application, well-defined acceptance criteria will form the basis for project acceptance. The acceptance document will be delivered to the bank along with the functional specifications, and any change in the requirement will be under change control and will directly affect the time lines and cost.

11.6. Change Control

Avanza Solutions uses a proper change control procedure, any change in the system will be properly documented and analyzed and presented to the customer with the affected cost and revised schedule. Avanza Solutions will provide the change control document template to the customer once the project mature. Change control will be used after the customer has approved the specification.

11.7. Deliverables


A formal list of deliverables cannot be presented at this time as a number of business decisions are still to be made for the project. At the end of the analysis a list of deliverables will be provided along with the functional specifications. In general the deliverables will be

Central Information Repository

Functionality of all the packages

Proposed eforms

Proposed reports

Proposed complaints attributes

11.8. Deployment and Training

Avanza Solutions will deploy the software at the customer site and provide the training to their staff. However any delay in training and deployment due to any reasons by the customer will be charged separately to the customer. Training will be provided to a maximum of 15 users and will be a one-time activity.

11.9. Source Code

The source code of the application will be Avanza’s property, however, in order to safeguard the interest of SCB, Avanza Solutions and SCB will enter into an escrow agreement for the source code. The details of the agreement will be in line with the general practices of the escrow agreements and can be discussed later.

11.10. General


In general the contract will be bound by these terms and conditions.

Any changes in the proposed solution will be under change control and depending on the nature of the changes requested by the Bank, the charges will be mutually agreed between Avanza Solutions and the bank.

The installation will begin no later than 45 days from the date of signing of the contract.

Customer will bear the traveling, boarding and lodging expenses of Avanza software engineers if the implementation is outside Karachi. This includes airfare, boarding, lodging, and other related expenses

All disputes are to be resolved in good faith through senior management of both the parties. In case the dispute can not be resolved at that level then it is to be resolved through arbitration where both sides will bear the cost of its legal advisors respectively.

In case of cancellation of a signed order, SCB will pay 25% of the contract amount as cancellation charges. In case the contract is cancelled at a time where the 25% charges are not enough to cover the expenses already incurred by Avanza Solutions then SCB will be liable to pay the additional charges that should not exceed the total amount of this contract.

The bank is authorized to use the products offered to the bank through this contract under its own premises and for the proposed intent.

11.11. Warranty and Support

Avanza Solutions will provide a warranty of 90 days for its software installed and tested at the customer site after the acceptance stage. If SCB reports problems or errors with Avanza Solutions products or non-compliance with the functional specifications, then Avanza Solutions will repair or replace the defected product. In case Avanza Solutions is not able to repair or replace the defected product then SCB will have the option to ask for a refund.


The products will be under support agreement after 90 days of warranty. For this a separate maintenance agreement is to be signed between the two parties, value of which will be 15% of the complete contract value for one year. In case of travel outside Karachi, the customer will have to bear all the cost of travel, boarding, lodging, etc.,

Avanza Solutions disclaims all other warranties, express and implied. Avanza Solutions does not warrant that products will operate uninterrupted or error free, or that all deficiencies, errors, defects or non-conformities will be corrected.

Avanza Solutions has no warranty obligation for products that Customer acquires from third parties, even if Avanza Solutions assisted in selecting them, and the failure of such products or their suppliers will not affect SCB’s obligations to Avanza Solutions.

Avanza Solutions is not liable for any indirect, incidental or consequential or punitive damages, or for loss of profits, revenue or data, whether in an action in contract, tort, product liability, statute or otherwise, even if advised of the possibility of those damages.

Avanza Solutions liability with respect to its Products will not exceed the amount that SCB paid Avanza Solutions for it even if any term of this proposal fails.


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