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hereby present a short description of one of our projects
to better illustrate project management methods developed
by Telbridge.
 Customer: media line
Target group: company owners and head accountants
Duration of the project: two weeks
CR targets (Client Requirements document):
- Effectiveness versus utilized records X%;
- Duration of content calls not longer than 3 minutes;
- Prompt report submission (every day up to 10:00 am);
- Maintenance of the style of conversation and essential
guide lines, in accordance with the standards (script
of telephone conversations).
Internal targets (Target File):
- Effective work time of an Agent (connect time 30
minutes per hour);
- Optimizing effectiveness to Y+5% versus content related
calls;
- Optimizing effectiveness to X+2% versus utilized records;
- Limiting Agent and employees turnover thanks to effective
incentive programs;
- Daily motivation meetings (employment of relaxation
techniques);
- Individual coaching of each Agent, twice a week.
The applied methods:
- Selective recruitment of personnel;
- Daily record of performance data of particular Agents
and teams;
- Electronic registration and filing of calls;
- Group and individual coaching;
- Current monitoring of calls;
- Incentive programs ( Medals of the Day);
- Advancement and motivation training of the personnel;
- Measuring work conformity against Target File directives;
- Rest rooms at Agents- disposal;
- High basic salary rates (about 25% higher than in competitive
companies).
The achieved target results:
1. Optimizing effectiveness to X+1,7% versus utilized
records.
2. Shortening of content related call duration to 02:53 minutes
3. Campaign effectiveness versus content related calls on
the Y+4% level
4. Database penetration per day - on average 520 records
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