Call Centre Blueprint and Project Manage Call Centre Implementation – Bank Kerjasama Rakyat Malaysia Berhad (BANK RAKYAT)


Bank Kerjasama Rakyat Malaysia Berhad (BKR) engaged iA to develop its Call Centre Blueprint and Project Manage its Call Centre Implementation


In early 2004, BKR embarked on a study for a Call Centre Blueprint and Request For Proposal (RFP) development. These exercises were part of the key initiatives within BKR to develop a proactive customer-centric culture in achieving its business goals. Innovation Associates undertook the project over a ten (10) week period. Our scope of work were:

  • Project Management Office
  • Call Centre Business Process Development
  • Call Centre System Integration & Implementation Planning
  • Call Centre Resource Management
  • Call Centre Logistics Management

We held two (2) workshops with BKR senior management t to provide a platform to discuss and brain storm various strategic options. The second workshop fine tuned the bank’s strategy for the Call Centre implementation and gained consensus amongst the senior management.

The outcome of the project was the Call Centre Blueprint and the RFPs to solution providers and the Call Centre Interior Designers. We are also involved in the Project Management of its Call Centre Implementation which involves Vendor / Solution evaluation and selection, Process Management and overall Project tracking.