Call Center Manager

at
Standard Chartered Bank

Scope of work and Proposal

Version 1.2
 Document History
Date 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

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 TABLE OF CONTENTS

............................................................................................................................................1

.............................................................................................................................................1

CALL CENTER MANAGER

AT
STANDARD CHARTERED BANK................................................................................1

SCOPE OF WORK AND PROPOSAL..........................................................................1

VERSION 1.2....................................................................................................................1

DOCUMENT HISTORY.................................................................................................2

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..................................................10
6.2. CALL CENTER PACKAGE..............................................................................................11
6.3. CUSTOMER CARE PACKAGE..........................................................................................12
6.4. BRANCH PACKAGE......................................................................................................13
6.5. DATA ENTRY PACKAGE...............................................................................................14
7. ISSUES..........................................................................................................................15

8. TOOLS AND TECHNOLOGY..................................................................................16

9. TEAM STRUCTURE..................................................................................................17
9.1. AVANZA SOLUTIONS....................................................................................................17
9.2. SCB ........................................................................................................................18
10. PROJECT APPROACH...........................................................................................19

11. TERMS AND CONDITIONS...................................................................................21

11.1. CUSTOMERS RESPONSIBILITIES.....................................................................................21
11.2. AVANZA RESPONSIBILITIES ........................................................................................22

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 11.3. PAYMENT TERMS......................................................................................................23
11.4. VALIDITY.................................................................................................................23
11.5. ACCEPTANCE CRITERIA..............................................................................................23
11.6. CHANGE CONTROL....................................................................................................23
11.7. DELIVERABLES..........................................................................................................24
11.8. DEPLOYMENT AND TRAINING......................................................................................24
11.9. SOURCE CODE..........................................................................................................24
11.10. GENERAL...............................................................................................................25
11.11. WARRANTY AND SUPPORT........................................................................................25

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.

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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.

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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.

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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.

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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.

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Call Center Manager 9
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.

Server

Report
Database API Admin s

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 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.

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 Call Center

Cust. Info E-Forms Complaints

API
BBS Card Asset

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.

API
E-Form Complaints

CCU
C-Manager

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 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.

3) It will also use the same APIs provided by the Core

application for data access.

4) Some of the transactions are

• Pay Order request.
• Statement request.

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 er
View
ms
For
E-

API

C-Manager
Branch

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.

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

ry
nt
E
a
at
D

API

C-Manager Data Entry

Operators

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.
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 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

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 • 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 Team
Discovery 1 Team lead
Construction 1 Team lead
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 2 Developers
1 QC
Deployment 1 Team Lead
2 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 Team
Discovery Project Manager
Marketing Resource
Audit Resource
Construction Project Manger
Deployment Project Manager
Network Consultant

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 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

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 • 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.

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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

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 • 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

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 • 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.

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 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.

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 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
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 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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