To implement a client visibility software for the Receptionists (Civic Centre) and Municipal service's Call Centre agents by the 30^th of April 2015, in order to improve the efficiency and effectiveness of the reception area and Call Centre, as well as reporting tools. The project will be done internally in conjunction with IT department; all the equipment is available, as it formed part of the CISCO packaged that was previously purchased by IT. 

In scope:

• Draft concept document;
• Submit memorandum to Head of department;
• Liaise with IT department;
• Briefing of Reception and Call centre staff;
• Monitor the implementation/configuration of the following;
• Configuration of internal directory electronically and transfer of call through the system;
• Implementation of a Call-on-hold system;
• Implementation of a call recording system;
• Implementation of a customer announcement system;
• Use of headphones to answer calls;
• Scripting of calls;
• Queuing of incoming calls.
• Training of reception and call centre agents.
• Phase 1 consists of the following: 
• • Single number to reach the Call Centre and related services.
  • Effective and measurable resource usage – agent time spent on tasks as well as idle time will now be visible and manageable.
  • Customised call queueing for all incoming calls to the Call Centre.
  • Call handling to be automatically directed to the ‘most appropriate’ agent based on area of responsibility (agents).
  • Time-of-day handling of incoming calls.
  • Custom recorded greetings and messages to be played at predefined moments while calls are on hold. The messages may even include announcements of special events.
  • SLA management of all inbound calls. Critical timers in call handling can now be measured – time to answer, time on hold etc.
  • Reporting based on different criteria, range of dates. Visibility of calls handled by the agents both incoming and outgoing calls.
  • Call recording. This will require the addition of a call recording facility.