PROJECT NAME

IVR Project

PROJECT DESCRIPTION
To introduce a new automated telephone system to ensure all calls get answered.

BUSINESS CASE
To increase orders per sales team member by 20% from current levels. To reduce unhandled calls to 0%.
To increase customer satisfaction by 20%.

SCOPE STATEMENT
A IVR system will be introduced to assist the sales team in taking orders, and also to ensure no orders
are missed. The system is only to help the sales team. At this stage , other teams such as support are out
of scope.

DELIVERABLES
An IVS system to assist the sales team + training for the sales team + support during the first operational
month of the system.

TIMELINE

Project Milestones and/or Phases Estimated

Completion
Date
Finalize project outline 1/5/2018
Budget approval meeting 3/5/2018
Manager hired 10/5/2018
Staff positions filled 13/5/2018
Orientation complete 16/5/2018
CONSTRAINTS
Provide high-level budget information.

In priority Order
Time 4 months
Budget 4 developers + 1 sales team rep
Scope TBD
Quality Prioritize time and budget over quality.

BENEFITS

KPI Current(Points) Goal(Points)

Orders per sales person 20 24
per dept.
Unhandled calls per dept. 11 0
Customer satisfaction 17 20.4

STAKEHOLDERS

Name Succes Criteria

Sales Team 40%
Callers 40%
Staff 20%

1
Project Charter

_________
Initials
 Project Team Sales Rep
Steering CEO
Committee 4x developers TBD
Finance Director

Sales Director

RISKS
No team members have any previous experience of IVR setup, so there’s a chance we’ve hugely
underestimated the work involved.

2
Project Charter

_________
Initials