Professional Services Past Performance
The World Bank
International Bank for Reconstruction and Development
Washington, DC
Contract Staffing
Under this contract, A&T Systems is responsible for providing Call Center Telephone Operator and Directory Services Assistants who can quickly acquire a good understanding of World Bank Operations, can respond to customer inquires questions, and can field and distribute all incoming calls from an international audience. Directory assistants work as part of a team and are responsible for revising and publishing the directory for all five international organizations, collectively known as The World Bank Group and maintaining Moves, Adds & Changes for the Bank’s 10,000 worldwide staff.
The call center must be staffed with trained and pleasant customer service representatives who, as the voice of the World Bank Group, play a key role in making a lasting professional impression of the WBG on the public as well as to staff. The telephone operators provide quality customer service five days a week, Monday through Friday, between 8:00 a.m. and 6:00 p.m., for a total of ten hours per day. All calls are handled through the Bank’s Teloquent System. For 2007, the operators processed approximately 192,000 calls.
Under the leadership of the Global Support Center manager, telephone operators are expected to assist and provide information to all incoming calls to the WBG’s main telephone number, 202-473-1000 and internal ‘0’ operator line. They are expected to screen calls to ensure that they are directed to the appropriate individual, service or unit. To do this successfully, telephone operators require extensive training to gain sound knowledge of the WBG mission and purpose of its various units. In addition, operators must peruse daily the WBG’s intranet and external website for requested information. Operators also use the Bank’s Remedy application to capture important data for statistics and knowledge base.
The Directory Services (DS) team is responsible for revising and publishing the WBG Directory and updating the staff locator, known as the Consolidated Directory (CDIR) within PeopleSoft. The CDIR application contains the names of active staff, including consultants and contractors, employed by or at the WBG site. Initial records of staff are derived from Human Resources’ PeopleSoft database.
Under the leadership of the Directory Services manager, Directory Services staff enters data in the following fields: telephone number, office room number, current department and division, current location, and Mail Stop Number (MSN). Contractors or non-WBG employee listings are added, extended, or deleted through the Badge panels within CDIR. CDIR data is essential for several systems throughout the WBG. It is the basis for the People Directories on the Intranet and in Lotus Notes. It is also used for printing the WBG Directory’s white pages. They maintain the Mail Stop file in CDIR for office room numbers at Headquarters and for location of Country Offices.
The Directory Services assistants require extensive training to assist with the update and miscellaneous tasks concerning the CDIR. The assistants monitor the online directories daily for accuracy. They also assist with proofreading, updating, and the distribution of the WBG Directory. On occasion, they serve as a back-up for the Global Support Center’s Telephone Operators.
The Call Center Operator works under the supervisor of the Global Support Center, He/she is expected to
• Handle incoming calls to the World Bank Group from external and
internal callers.
• Furnish information about the Bank Group staff, organizations, country
teams, field offices and general services based on information
contained in the telephone directory, on-line directories and the Bank’s
intranet (for staff) and internet (for external callers).
• Offer to transfer calls originating from outside the Bank.
• Stay abreast of current events and activities related to the Bank by
daily perusal of the World Bank Group’s internal and external website.
• Take note of important information received from internal and external
sources regarding the Bank Group to alert or share with colleagues.
• Take note of unusual queries to research which unit or person is best
suited to handle similar requests in the future. Also, take note of FAQs
to insure proper dissemination of information or routing ofcalls.
• Undertake ad hoc assignments and provide support to other staff in the
unit, as required
Directory Service Assistants
• Maintain and revise Consolidated Directory (CDIR) records. Assure all
listings are in compliance with Bank policy and all written requests are
properly authorized. Process requests within 8 hours of receipt and
Planners’ Lists, memos, FYI and HRS updates within 24 hours of
receipt or as appropriate.
• Generate the printing of the Priority Directory every three/four months;
and Whitepages Directory every six weeks.
• Maintain filing of CDIR data as processed for quick retrieval of
information.
• Document problems and alert the programmers of any system
problems or malfunctions. Assist in testing and approving upgrades
and enhancements to CDIR.
• Notify HR of any data quality problem such as spelling errors,
assignment of more than one UPI number for a staff or misuse of
appointment types.
• Assist staff in understanding how to use the UPI and CDIR request
forms and how institutional systems interact with CDIR.
• Peruse intranet directory home page on a daily basis and the Bank’s
external home page once or twice a week to stay informed on what is
happening within the institution that may impact CDIR’s work or the
WBG Directory
• Assist with WGB Directory by proofreading or updating tasks and with
the distribution of the WBG Directory
• Alert Directory Information Services of revisions that need to be made
in the WBG Directory
• Inform Telephone Operators of data that may change enhance their
service.