Change Request

Change Request
Project: PJ Enterprises Customer-focused Operator Training Change Requestor: Paul Coverstone Email: coverstonep@pje.com Phone: (608) 555-6789 Change Category (Check all that apply): Date: 10/20/2013 Change No: CR4

x Schedule Testing/Quality

x Budget x Scope Other, specify ____________________

x Deliverables

Describe the Change Being Requested: The etiquette portion of the customer-focused operator CBT training currently covers rapport-building and active listening skills. PJ Enterprises would like to add one topic to the etiquette portion of the training about projecting a service-driven attitude. Describe the Reason for the Change: One of our customer service supervisors forwarded a brochure to me about an upcoming conference on call center best practices. I noticed that there is a workshop offered at the conference about projecting a service-driven attitude, which isn't addressed in our operator CBT training. After looking into the matter further, I think it is important to include the service-driven attitude topic in the etiquette portion of the training. Describe all Alternatives Considered: n/a

Describe any Technical Changes Required to Implement this Change: n/a

Describe Risks to be Considered for this Change: This request will most likely have a negative impact on the budget and time line of this project. Depending on the size of the impact, PJ Enterprises may need to do a cost/benefit analysis in order to decide whether or not we could proceed with the request. Estimate Resources and Costs Needed to Implement this Change: Estimate to be obtained from Something Spectacular. Describe the Implications to Quality: n/a

Disposition:

Approve

Reject

Defer

Justification of Approval, Rejection, or Deferral:

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Change Request
Change Board Approval Name Paul Coverstone Bev Vaillancourt Patty David James Kirk Signature Date

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