Business Case for Contact Center Agent Scorecard at Palmetto GBA

This project outlines a business case for the implementation of a contact center agent scorecard at Palmetto GBA Medicare Company. The executive summary details the current challenges within the contact center, emphasizing the need for improved performance monitoring to enhance customer service and streamline operations. The project aims to introduce a scorecard to measure agent performance, optimize contact center operations, and improve client satisfaction. The project will be divided into phases including initiation, planning, execution, and monitoring, with interim milestones to track progress. The project team includes a project manager and other team members. The project is expected to take at least 8 hours full time working on a daily basis. The scorecard will benefit the ICT department, the sales department and customers by providing better sales assistance and excellent customer service. The project is expected to commence immediately after funding and the implementation will involve phases with interim milestones to ensure successful completion. The document explores the project's commencement, phases, team members, and anticipated benefits, emphasizing the positive impact on agent performance and customer satisfaction.

Section 1
Executive summary
In a business setting, a scorecard can be referred as a statistical form of a record that a company
can use to measure achievement or any development towards a specific goal that has been set by
the business (Akkermans, 2018).In a scenario where the scorecard is used to measure the
performance against the set goals it may be referred to as a graphical presentation of the up to
date progress over a specific period of time. This may measure the employee performance,
enterprise performance or even a business unit performance.
Why?
Despite contact center being the frontline in serving Palmetto customers, it experiences a number
of problems that hinder service delivery to clients. This means that a lot of things hinder the
operations of the company. Solutions given in the contact center count on reputation of the
company. When all the solutions provided are monitored when the contact center staff work
from office and not at home, it may be reliable.
The creation of Contact Center Agent Scorecard at Palmetto GBA Medicare Company will have
a number of benefits to the company. The managers of Palmetto Company will be able to align
all the company financial initiatives in regard to goals set for the employees to achieve. The
company management will be able to make informed decisions on their daily work and this will
translate to coming up with initiatives that will make the organization meet its goals.
What?

The project that is being sought to be established is the introduction of a contact center agent
scorecard at Patmetto. The project will lead Palmetto company will act as a performance
monitoring metric. This is another assurance tool that is used in many organizations in improving
their staff specific performance measurements.
What specifically will be different once the project is completed and implemented?
Just like any other assurance tool, establishment of a contact centre will be beneficial only when
it’s used well by the company where it’s being introduced. A contact centre where staff are
located within the company will lead to enhanced support from the management of Palmetto
leading to good customer service.
What is expected to happen to happen as a result of these changes?
With the creation of a contact centre agent scorecard at Palmetto Company limited, it will have
several impacts in the performance. In most cases, the effects that are experienced are normally
positive and this qualifies the establishment of the same worth the investment. The creation of
scorecard will enable the organization keep track of the agent performance for a specific period
of time (Cooper, 2017). The information that will be collected via the scorecard will enable
Palmetto to optimize and manage their cal centre operations. Just like any other tools that are
used in monitoring different performance of operations, scorecards will need to be used
effectively so that the company can realize their benefit as in other cases they misled a company
on their strategy when not used well. Contact centre agents are the contact people that operate in
the contact centre. When these people do their performance well, they increase the chances of the
contact centre company as a whole to succeed. This means that scorecards have a lot of influence
in the contact centre as a in the company that they are created and introduced to.

Contact centre agent will help Palmetto ltd in below key areas;
 They will make palmetto ltd understand the agent performance well.
 All the needs of the staff in the company will be realized and this make the company
identify which are the areas that they need to concentrate to in training their staff in. This
is because, all eth information that will be collected by the
 Contact centre helps the organization in tracking their progress over different times and
seasons.
 Contact centers normally improve the coaching system of the organization. Coaching of
the staff is one of the major roles of the managers in many organizations and this
becomes easy with the introduction of scorecards since the manager can be able to
identify the best areas to coach the employees. Coaching is seen to be an important area
in the development of the employees and improving their performance, this is because
when the staff come up with ideas or come up with the solutions to problems they face
under the guidance of the manager, they are likely to utilize the solution better and in
amore efficient and effective way.
 Improved client satisfaction. The customer’s levels of satisfaction improve (Carr, 2017).
This is because, considering all the above points discussed, the agent will be skilled and
even jovial at their work and thus an excellent work will be expected without doubt. A
happy employee will always serve a customer in the best way possible and this will lead
to a satisfied customer who will come back again.
Which function within the contact center will specifically benefit? Or, which group of
employees? Or, customer group? Etc. Identify the primary target that will benefit.

The information and Communication technology department will benefit a lot from the
establishment of the contact centers. This is because there will be a more improved way in
monitoring the performance of the organization. There will be a benefit to the entire organized as
a result of a personalized and excellent customer service. There will be a benefit to the customers
and as the feedback on all their enquiries will be provided in the shortest time possible. Since all
the external complains and other clarifications will be managed here, the contact centre benefits
the technical function of the organization. It provides the required support in an efficient and
effective way. In general, the primary target of the contact centre is the sales assistance and thus
the main beneficially is normally the sales department.
When will the project commence and complete?
The project is expected to commence immediacy there is confirmation that there are funds
available to fund the project. This is after the preparation of the budget for the entire project and
looking at the challenges and problems that the contact centre is sought to provide solutions to.
The management needs also to choose the technology that best matches the organizations needs.
Is it necessary to divide this project into phases? If so, what would be the outcome of each
phase?
It’s important to have this project divided into phases so that its completion and execution will be
done without struggle. The project can be divided into several phases that may include, initiation
phase, project planning, execution and monitoring. These phases will ensure that each and every
requirement is followed and the goal of Palmetto will be achieved.
Will there be interim milestones or interim deliverables during the course of the project?
Will something new be gained at each milestone, or are there no interim deliverables?

During this project, it’s important to have the interim milestones. This is one way that Palmetto
limited will know if it’s progressing on well. The company will able able to understand its
performance and determine of the project will be successful. The company will be using the
interim milestone as a measure of its success over time (Kerzner, 2017).This is simply referred to
as the milestones that a project needs to complete its tasks. Many businesses may not turn to
successful enterprises without the interim milestones. In the case of the contact service centre,
interim milestone will be used as a measure of success by the company. It will make it easier for
the company in question to be able to convert the tactics and its strategy into action. It will also
measure and mark the far the business has gone and one is able to predict what might happen in
future in terms of performance.
During the course of the project, it’s essential to start with the project milestones. There should
be estimation of date of different interim milestones. For every project milestone to be beneficial
to the entire schedule of the project, it will require the key milestones placed and indicated on the
project schedule so that it can draw the attention of the stakeholders. This will help the company
be able to define a dashboard for all the projects that are taking place and be able to. An interim
milestone helps the company to identify the activities that have been completed and those that
are lagging behind the schedule.
Some of the milestones that will be used in this project of creating a contact centre agent
scorecards will include, developing a task from a decision, starting the project and getting to a
significant stage, completing the project etc. Through these interim milestones, Palmetto will eb
able to determine strict deadlines for various deliverables of the project, it will be able to locate
any potential bottlenecks in the project phases and may also be able to motivate the employees
throughout the different phases by rewarding the best performers for their work.

In a nutshell, the interim milestones in this project will play a big role in determining the health
of the project and also plays a part in ensuring that the projects are completed on time.
Who will be on the project team?
A project team can be referred to as an a organized group of workers involved in performing
different activities and tasks of the project so that through their team work they can be able to
meet the project objective as per defined project deadline and budget. The project team can either
be working on part time or full time during the execution of the project. The person who will be
on the project team is the project manager assisted by the other management team of the
company. This will also include another team of employees who will work through all the phases
of the project to ensure it succeeds in all the phases. The entire project team consists of the
project manager, the staff of the project management and other members of the project who can
either be involved directly or indirectly on the project but they carry out different work in the
interim phases of the project. All the team members will need to actively work s a team to ensure
the success of the creation of contact centre agent scorecard. When the project team is not
organized well with clearly defined roles and responsibilities, they will fail in performing their
work leading to the failure of the project. The project manager will be the one to typically
organize his team toward s meeting the project and stakeholders expectations.
Aforementioned, it’s good to note that a group of people working as a team in a project are
referred as a project team when they meet all the below conditions;
 Being in knowledge of what they are required to do within the endeavor (Edmondson,
2018).
 Being able to plan on how to achieve the project activities assigned at different phases of
eth project

 Being able to complete all the duties that has been assigned but within the project budget.
 Reporting all issues and problems that may hinder your performance to your supervisor
in time for solutions to be provided.
 Reporting the current status of the tasks and activities that you have been assigned to
perform.
 Be able to work as a team with other project team (Sankaranarayanan, 2018, June).
How many total work hours will this project consume?
The project will take at least 8 hours full time working on a daily basis. This is to ensure that the
project is completed within the set deadline and within the budget. It will be successful only
when the activities that will be encountered in the project are considered. A project manager
should be having some crucial skills to estimate the time that is required to complete the project.
It’s only through time management and estimation that the project manager will tell if the project
will be completed on the set deadline. This comes after the manager negotiates for sensible
budgets that will be used to achieve the objectives of the projects. It’s also good to note that an
achievable deadline should be set and all required resources in its implementation be readily
available.
Who are the key stakeholders that will have direct input or involvement in the project?
The key stakeholders in the project management refers to the people who are involved directly in
the project ad have an influence of what’s happening during the entire process of the project
execution. In normal cases, stakeholders are affected or affect the entire project. Most of the key
stakeholders that will be involved directly in the project have direct input. The first person to be
involved in the project is the top management of the company to which the project will be

carried on. This means in the case of Palmetto limited, the top management will be involved
directly in the execution of the project in all its phases.
Is there one or more executive sponsor supporting this initiative? Provide names and
positions.
Executive sponsor are also referred to as the senior responsible owners in the project. This is
because they champion on the project and look for support from all the cross functional
management levels of the business. The executive sponsor ensures that all the project objectives
are well aligned in respect to the company strategy.
Elisabeth Cusick- independent consultant to the board of directors of Palmetto company.
(executive sponsor)
Estimate the cost of this project.
This project may cost Palmetto company limited at least a budget of $ 200,000
How will a financial return on investment in this project be determined (cost of the project
compared to what cost savings or what financial gains or opportunities that result)?
Just like any other projects of different natures, a return will be determined through the
subtraction of the costs of the project. In case of Palmetto Company, it’s required that the project
will bring profit to the company and bring an overall satisfaction to the clients. It will also play a
major part in the retention of the clients the company has.
At what point in the future will this return be realized? Is this a one-time or recurring
financial gain?
As per the project schedule that is prepare even before eh project starts, its shows the time the
company will expect to at least get some gains from its investment on the project. This project

will start bringing returns on investment in a continuous process. The return is expected to
continue in the future of the project.
Section 2 – Project Definition
A project is an activity that is geared in to creation of a particular product and act as combined
activities that help the routine activities accomplish their objective (Meredith, 2017).
Title of the project in terms of the objectives
“Quality improvement in communication: Creation of a contact centre agent scorecard”
Background
The contact centre agent is located within the country and specifically inside Palmetto company
premises. Although the contact centre is within the company, there is a number of staff who has
been working from home. This has seen the communication breakdown over time. Sometimes
when there are urgent issues that need urgent feedback; objectives are likely not to be achieved
especially on the customer side. When the contact centre is located within the organization that it
represents and all staff work from office, it becomes easy for different activities to be carried out.
Interest to the project
This project when carried out will bring a positive change in the company. Palmetto Company
will be able to contact all its stakeholders in the country and outside the country with ease.
Sometimes the help desk for the contact centre could not be able to communicate to Palmetto in
cases where there were technical hitches. This undermined the customer service which in some
instances minimized the revenues of the company.
Initially, there has been need to establish a contact centre agent but the main objective was to
have their services rendered at Palmetto. Later on it has become an issues since there has been a

communication barrier with the client. At the moment, one objective has been achieved of
coming up with the project on the creation of a contact centre agent but now the examining part
is bringing the contact centre agent at the vicinity of the company where it can be reached with
ease. The stand now is to come up with a more near contact centre agent.
How will the outcome of the project improve the performance for the centre?
The outcome of this project will boost the performance of the organization as there will be an
enhanced team work where each and every person is reachable within the project. The primary
impact of the project will lead to instant feedback to the customers on any issues that they may
be having pertaining the company goods and services (Porter, 2019).
If the project is successful, what additional projects would you recommend in the same
area of interest?
When this project succeeds, it would be wise and a good decision to create other tools that will
boost the performance of the call centre like the creation of a contact centre online that customers
can get in touch with the company on urgent basis. This means that the company can set up a
contact centre in major territories where it have a vast number of customers. The customers will
then be able to visit the gents in the regions for the goods and services that are produced by the
company. These agents will be representing the company to its customers at different sectors.
Section 3 -- Goals, Objectives, Assumptions and Limitations
The primary objective of this project is it minimize the time that is taken to respond to client
queries (Watson, 2019). To create an efficient and effective contact centre agent that will help the
organization in management of communication between the company and the clients. The

primary outcome of this project will lead to provision of instating feedback to the clients. This
will lead to improved performance due to enhanced satisfaction of the key stakeholders.
Secondary outcomes of the project
Secondary outcome in any project that is carried out mean all the additional outcomes that are
realized after the primary outcomes of the project. This means that secondary outcomes assist in
the interpretation of the primary outcomes in details. They play a big part in the provision of
preliminary information in a large study for a particular project. For instance in this project the
creation of a contact centre is inversely associated with the need for establishment of territory
contact centers agents operating on 24 hours.
Performance measures of a contact centre
To measure the performance of the contact centre will require the contact centre to be effective
and efficient in its operations. This means that some issues like the hold time of a call will be
minimized as there will be instant feedback to the clients. The hold time will be affected in
appositive way; this means that the cost of the calls will be minimal since there is no long time
taken in holding calls while transferring to the responding department. The other performance
metric would be the customer satisfaction.
Contact centre
Scorecard
Target
for the
metric
s
Curren
t
Values
% of service level 85 65

Average SP answer 30 32
Avrg Talk time 3.2 3.5
rate of ABN 5 6
% of answered calls 90 98
CIQ totals 50 52
% of availability 52 64
Time for Handling
calls 5 3.2
The metrics that will have the best evidence on how they impact the project is the number of
calls received and queries answered. Even the rate of holding the calls would also impact the
project in a greater way.
The performance would be monitored through setting up the target for the above mentioned
metrics (Wood, 2017).This means that the few the hold time for the calls, the more satisfied the
client will be. This will be translated to improvement in provision of goods and services by the
organization.
At least in every performance metric, there should be an improvement of a minimum of 5 %.
An assumption has been made that the people in Palmetto organization love working in teams
and would do the same during the entire project. Other than that, the project would be
unsuccessful if the project teams do not work as a team towards the objectives of the project.This
would greatly affect the effort that has been put to implement the project.
The other expected risk that is likely to be experienced if the project fails is the waste of funds
that has been invested. The chances of getting a return on invested would be minimal (Blank,