Outsourced Process     Gateway CSI takes pride in the high quality of service delivery that we provide to our client's end users.  We carefully plan an document each step within the planning process to ensure that we devise an outsourcing solution that meets our customer's requirements and will enable us to exceed the service expectations of the end user.  Although the details of the process steps will vary from client to client, the following steps serve as a basis for the planning process.  Outsourced Support Implementation Steps Step 1:  Project Scope - This is the first step in the process and involves meeting with our ISP partners and identifying needs, strategic goals, subscriber volume, support times, service offerings and expectations.  This is the most critical step in the process as the information outlined in this step serves as the foundation for the overall support agreement.   This step usually involves multiple on-site meetings and mutual observations of the support centers.  Step 2:  Call Analysis - We will review current call statistics to project estimated call volume, call load, call types and develop an overall analysis of subscriber caller patterns.  The information will then be used to calculate requirements to ensure sufficient support coverage.  The step is completed by the Gateway CSI management team.  Client's will be requested to provide sufficient current report of call activity for this phase of the planning process.  Step 3:  Staffing Review -  The data collected in step 2 is used to project hourly staffing requirements for the project.  Gateway CSI not only calculates the required headcount, but in addition, we carefully coordinate staffing to provide adequate skill sets for each interval to maximize call effectiveness.  This step is completed by the Gateway CSI management staff.  Step 4:  Systems and Processes -  In this step, careful planning and preparation is conducted to organize technology specifics such as system access via a VPN, ticket system customization, ACD group and queue design, toll free or DID access, outage notification and clarification of client's existing support process.  This step usually requires one or two meetings with the client's key support and technology managers. Step 5:  Service Level Agreement -  A critical step in the process includes the development of a service level agreement to document expectations and requirements of service delivery, speed of answer, abandoned call requirements, details of support options, pricing and implementation dates.  A proposed SLA will be generated by Gateway CSI and revised according to the client's needs.  Step 6:  Training - This is the final step of the planning process and delivery varies according to the needs and wishes of the client.  Most often, training will be delivered at the Gateway CSI support center by a member of the client's support or training staff.  Document's are reviewed and revised for posting to the Gateway CSI Employee Resource Center, an intranet resource for the Gateway CSI support staff.