Identify thecall Centre stakeholders (including the solution team actually developing your BA solution) who may be impacted by your business analysis initiative. Analyse their influence, authority (approve, sign off, veto), and project attitude (ie. level of interest) using a RACI matrix

Determine what/when/how information the various call centre stakeholders and solution team need to be provided with about the business analysis you are conducting from start to finish. Detail what forms it should take (verbal, written, email etc), when it should happen (weekly, needs basis etc).

Validate that thecall centre stakeholder’s intentions have been correctly captured and understood. You will need to produce meeting documents including agenda, minutes and action items confirming validation.

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