Discussion

Stakeholder Template

Name of Stakeholder	Description of Stakeholder	Description of Stakeholder	Level of Knowledge in Program	Available Resources, Information, Influence, Money, Staff, Technology, etc.	Level of Interest	Level of Support	Level of Influence	Action Plan for Stakeholder Engagement
Call Center Manager	Leader of the Call Center in Phoenix	Leader of the Call Center in Phoenix	High level of knowledge	Funding and internal staff resources	High	Positive	High	Maintain regular communication with stakeholder
HR Department	Handles recruitment, hiring, and employee engagement	Handles recruitment, hiring, and employee engagement	Moderate knowledge	Hiring tools, recruitment data	High	Very Positive	Moderate	Collaborate on HR policy improvements and surveys
Team Leads	Direct supervisors of call center agents	Direct supervisors of call center agents	High level of knowledge	Daily oversight and insights from agents	High	Positive	Moderate	Conduct weekly meetings and support sessions
Call Center Agents	Frontline staff affected by turnover	Frontline staff affected by turnover	Basic understanding	Feedback, performance data	High	Indifferent	Low	Use feedback surveys to understand needs and concerns
Training and Development Team	Responsible for onboarding and continuous education	Responsible for onboarding and continuous education	High level of knowledge	Training materials, LMS platform	Moderate	Positive	Moderate	Work together to design effective onboarding plans
IT Support	Maintains systems used by call center staff	Maintains systems used by call center staff	Basic understanding	Support ticket resolution, systems knowledge	Low	Indifferent	Low	Schedule periodic check-ins for technical reliability
Operations Director	Oversees all operational departments	Oversees all operational departments	Moderate knowledge	Decision-making authority	Moderate	Positive	High	Provide updates and involve in milestone approvals
Finance Department	Manages budget and cost-efficiency analysis	Manages budget and cost-efficiency analysis	Moderate knowledge	Financial data, compensation metrics	Moderate	Positive	High	Justify proposed solutions with financial ROI
Quality Assurance (QA) Team	Monitors and scores calls, provides performance feedback	Monitors and scores calls, provides performance feedback	High level of knowledge	Performance reports	High	Very Positive	Moderate	Align QA metrics with retention goals
Customer Service Director	Oversees customer satisfaction and retention	Oversees customer satisfaction and retention	High level of knowledge	Customer satisfaction metrics	High	Very Positive	High	Collaborate to ensure strategic objectives are met

Current-State Matrix

	Very Negative	Negative	Indifferent	Positive	Very Positive
Low Influence
Moderate Influence			Call Center Agents	Team Leads
High Influence	IT Support		Finance Department	HR Department	Call Center Manager