FoneFluent · Scope of Work Discovery

1 Client Information

Company Name*

Your Name & Title*

Target Go-Live Date*

Email Address*

Phone Number*

2 Business General

Operating Hours, Days & Holidays*

e.g., 24/7/365, or Monday-Friday 9AM-6PM EST. Include holiday coverage requirements.

Required Languages & Mix*

e.g., 80% Arabic, 20% English. Specify if native speakers are required.

3 Lines of Business (LOB)

LOB / Queue Names & Descriptions*

e.g., Customer Service, Technical Support, Outbound Sales, Billing.

Inbound vs Outbound Scope & Dialing Model*

If outbound is required, what is the dialing model? (Manual, Auto-dialer, Predictive)

Priority / VIP / Escalation Queues*

Are there separate queues for VIP customers or Tier 2 escalations?

4 Volume & Forecasting

Estimated Daily, Weekly or Monthly Volumes*

Provide raw interaction counts if available.

Average Handle Time (AHT)*

Estimated duration per interaction by channel (e.g., Voice: 5 mins, Email: 8 mins).

Peak Days, Hours & Seasonality*

e.g., High volume on Mondays, Summer holiday peaks, etc.

Sudden Call Increment Days*

Approx. number of days per year with unexpected spikes.

% of Sudden Increment*

How high above baseline do volumes spike?

5 Technology & Systems

Telephony & Omnichannel Platform*

Who provides the phone system? Will you bring your own licenses, or should FoneFluent provide them?

CRM & Ticketing System*

e.g., Salesforce, Zendesk, proprietary booking systems.

Hardware, Network & Security*

e.g., Site-to-site VPN, restricted IPs, PCI compliance needs.

6 KPIs & Quality Assurance

Applicable KPIs*

Select the standard metrics you wish to track and govern.

Training Duration & Delivery*

How long is classroom training? Will your team "Train-the-Trainer" or deliver it directly?

Quality Assurance Framework*

Who evaluates calls? How many evaluations per agent per week?

7 Agent Profile & HR Constraints

Minimum Education*

Language Proficiency Level*

Required Experience*

Technical / System Skills*

Shift, Weekend & Holiday Availability*

Specify if agents must work rotational night shifts or local public holidays (e.g., Ramadan).

Hiring Constraints & Background Checks*

Any specific vetting required before onboarding?