1) Skillsets required- excellent communication and technical proficiency (TV) are critical. 

2) Increase in Average Call Handling Time(ACHT) leading to requirement for resource
3) A separate desk which would be making outbound calls to customers for on-call resolution
4) All the resources at CX currently have a crunched band= due to BBD coming in the next few days
5) Critical for the pilot launch by October first week and its success--