Eventus utilizes the information derived from the vendor strategy to conduct a series of workshops to create requirements and business process to support the identified capabilities and business goals. Those requirements and business processes will be documented in a detailed process document known as a playbook.
A typical playbook includes:
• Detailed descriptions of all roles and responsibilities that are define in the playbook which is the standard operation procedure (SOP) for vendor management. This clearly defines interactions between vendors, vendor management, business areas and your Command Center.
• Defined standard operating procedure (SOP) for the request for new, change of existing, and decommission of vendor services, reporting requirements, floor procedures, infrastructure, systems, program integrations, applications, and users, for contact center services as defined in the vendor agreements.
Playbooks are not intended to provide the low level processes that support and are executed by the command center, training or quality management groups. Rather Playbooks establish and provide multi-level governance for vendor management of these areas as well as define escalation and arbitration processes and procedures for issue management, non-compliance, and other barriers for vendor performance management.