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The Case for Workforce Management          Simon Angove, CEO           GMT Corporation             May 5, 2011
Topics      !  Early      indicators of inefficient contact centres      !  The objectives you should set to give yourself...
Balancing service and expense   Must deliver better service…                               …while controlling costs.   $!!...
The complex modern contact centre                                                                     Customer            ...
Ask yourself these questions                                         Our staff are        We dramatically exceed       exc...
Performance by the numbers    Indicative metrics for an inbound customer service centre          Metric              Unsat...
What went wrong       Problem                        Possible cause      •  Low agent occupancy         •  Not matching ag...
Microsoft Excel not enough      !  Difficult to produce accurate         volume forecasts      !  Can’t support skills-bas...
Role of workforce management           Put the right people with the right           skills in the right place at the     ...
Essential workforce management                                     Set service            Analyse and               level ...
Building the business caseWorkforce Optimisation Everywhere™   11
Example – current situation          100 agent contact centre struggled to          manage effectively with MS Excel …    ...
Example – improved situation          Workforce management improved agent          productivity and operating expenses    ...
Improvement in agent productivity                   Before WFM                                         After WFM          ...
Payback in less than 6 months       Net Present Value (NPV) of over £1 million over 3 years       &"+$$%$$$&&       &"*$$%...
Novacroft case study      !  23% reduction in staff costs      !  Over 25% increase in agent utilisation      !  Employee ...
How to avoid the pitfalls                              Change management                             Executive sponsorship...
What’s in it for me?                   Agents      •    Fairer schedules      •    Visibility to performance      •    Eas...
Trends and best practices      !  Workforce  flexibility      !  At home agents      !  Virtual centres      !  Quality mo...
GMT Value Discovery     Study to diagnose current state, identify gaps,     recommend changes, and quantify benefits      ...
Headquarters               GMT Corporation                          Six Concourse Pkwy,                                   ...
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The Business Case for Workforce Management

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Learn about the benefits of workforce management and how they can help improve your company's productivity! With the right resources and guidance, not only can you deliver better customer service, but you can save money as well.

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Transcript of "The Business Case for Workforce Management"

  1. 1. The Case for Workforce Management Simon Angove, CEO GMT Corporation May 5, 2011
  2. 2. Topics !  Early indicators of inefficient contact centres !  The objectives you should set to give yourself the best chances of success !  Tangible ROI from WFM implementations !  Common pitfalls to be avoided at all costs !  Winning agents’ ‘hearts and minds’ !  Best practices in driving centre efficiencyWorkforce Optimisation Everywhere™ 2
  3. 3. Balancing service and expense Must deliver better service… …while controlling costs. $!!"# ,!"# +!"# 0%1#*,&& *!"# 34/& )!"# (!"# !"# 0%1#*&()(*+#,& 23/& !"#$%&()(*+#,& &!"# -./& %!"# $!"# !"# -./012#/334# 8760#9/# :32#6;<90=# ?00<#<7@0# 5046710# ;5#;# 5A721B7CD# 19523>04# Source: YouGov, Plc. Source: ContactBabelWorkforce Optimisation Everywhere™ 3
  4. 4. The complex modern contact centre Customer Multi-site Chat, web, expectations email, fax At home Virtual IVR agents centres Multi-skill Mobility Work blending Back office Part-time/ Staff full-time preferences 24 x 7 Social media & fairness Quality Performance Shift e-Learning management management biddingWorkforce Optimisation Everywhere™ 4
  5. 5. Ask yourself these questions Our staff are We dramatically exceed excessively busy and or miss service levels stressed or under- utilised and bored Our managers carry an administrative burden We don’t know if staff managing schedules are performing the and holidays right tasks at the right time We cannot manage unexpected peaks in demandWorkforce Optimisation Everywhere™ 5
  6. 6. Performance by the numbers Indicative metrics for an inbound customer service centre Metric Unsatisfactory Satisfactory Best Practice Occupancy <75% 75-80% 80-85% Adherence <85% 85-90% >90% AHT >6 mins 5-6 mins <5 mins ASA >30 secs 20-30 secs <15 secs Abandonment >5% 3-4% <2% Staff attrition >20% 15-20% <10% Cost per call £5 £4 £3 Source: Various (GMT, ContactBabel, SWPP, PFF, ICMI)Workforce Optimisation Everywhere™ 6
  7. 7. What went wrong Problem Possible cause •  Low agent occupancy •  Not matching agent staffing to demand •  High cost per call •  Limited leverage of workforce flexibility •  Missed service levels •  Inability to handle unexpected surges •  High abandonment •  Inability to handle unplanned exceptions •  Limited visibility to schedule adherence •  Excessive overtime •  Too few agents on the payroll •  Right number of agents but at wrong times •  Limited visibility to long range hiring needs •  High agent attrition •  Stressful, fire-fighting environment •  High absenteeism •  Lack of flexibility in working •  Low agent engagement •  Perceived unfairness in scheduling •  High administration •  Manual, time-consuming schedule creation and holiday managementWorkforce Optimisation Everywhere™ 7
  8. 8. Microsoft Excel not enough !  Difficult to produce accurate volume forecasts !  Can’t support skills-based blended environments !  Hard to introduce more flexible working practices !  Manual and time-consuming process !  No advanced capabilities such as real-time adherence, what if analysis, or self-serviceWorkforce Optimisation Everywhere™ 8
  9. 9. Role of workforce management Put the right people with the right skills in the right place at the right time performing the right tasks to deliver the better customer service at lower costWorkforce Optimisation Everywhere™ 9
  10. 10. Essential workforce management Set service Analyse and level by improve channel Forecast volumes Measure performance Schedule staff members Enable employee Monitor self-service adherence & exceptionsWorkforce Optimisation Everywhere™ 10
  11. 11. Building the business caseWorkforce Optimisation Everywhere™ 11
  12. 12. Example – current situation 100 agent contact centre struggled to manage effectively with MS Excel … Operating Lever Before Agent productivity Agent occupancy 75% Schedule adherence 78% Operating expenses Over-time expenses 75 hrs/wk Schedule administration 50 hrs/wk Agent attrition 10% p.a.Workforce Optimisation Everywhere™ 12
  13. 13. Example – improved situation Workforce management improved agent productivity and operating expenses Operating Lever Before Improved Now Agent productivity Agent occupancy 75% 30% 82.5% Schedule adherence 78% 50% 89% Operating expenses Over-time expenses 75 hrs/wk 50% 37.5 hrs/wk Schedule administration 50 hrs/wk 50% 25 hrs/wk Agent attrition 10% p.a. 20% 8% p.a.Workforce Optimisation Everywhere™ 13
  14. 14. Improvement in agent productivity Before WFM After WFM ;%<*#=* 5$1)")3&),* 77/* <%=*#>*5$1)")3&),*;;/* 9$:)*+),*78/* !"#$%&()*+),*-./* !"#$%&()*+),*-./* 9$:)*+),*;./* 01"23456),*78/* 01"23456),*78/*Workforce Optimisation Everywhere™ 14
  15. 15. Payback in less than 6 months Net Present Value (NPV) of over £1 million over 3 years &"+$$%$$$&& &"*$$%$$$&& &")$$%$$$&& &"($$%$$$&& &"#$$%$$$&& &"$$%$$$&& &"!&& ,-./&& ,-./&#& ,-./&(& ,-./&)& ,-./&*& !"$$%$$$&& !"#$$%$$$&&Workforce Optimisation Everywhere™ 15
  16. 16. Novacroft case study !  23% reduction in staff costs !  Over 25% increase in agent utilisation !  Employee satisfaction consistently > 98% "  Tangible improvements in morale and motivation !  Excellent feedback from agents with 100% acceptance !  Improved revenues !  Hitting target service levels within a tightly defined budgetWorkforce Optimisation Everywhere™ 16
  17. 17. How to avoid the pitfalls Change management Executive sponsorship Forecast accuracy Benefits measurement Continuous improvementWorkforce Optimisation Everywhere™ 17
  18. 18. What’s in it for me? Agents •  Fairer schedules •  Visibility to performance •  Easily swap shifts •  More working flexibility •  Less stressful environment Supervisors •  Accurate plans help meet goals •  Reduce administration time •  Better handle work exceptions •  Less intra-day fire-fighting •  Better view of agent performanceWorkforce Optimisation Everywhere™ 18
  19. 19. Trends and best practices !  Workforce flexibility !  At home agents !  Virtual centres !  Quality monitoring !  Performance management !  “Open WFO” !  User process analytics !  Hosted solutionsWorkforce Optimisation Everywhere™ 19
  20. 20. GMT Value Discovery Study to diagnose current state, identify gaps, recommend changes, and quantify benefits Data Site Discovery Gap Present collection visit workshop analysis findingsWorkforce Optimisation Everywhere™ 20
  21. 21. Headquarters GMT Corporation Six Concourse Pkwy, Suite 3100, Atlanta GA 30328 USA Tel: +1.770.416.6000 www.gmt.com Fax: +1.770.734.9000 GMT Europe Ltd GMT Australia Ltd Trigate House St Kilda Road Towers, 210-222 Hagley Road West Suite 230, 1 Queens Road, Birmingham B68 0NP Melbourne VIC 3004 United Kingdom Australia Tel: +44(0)845 080 0350 Tel: +61(0)3 8844 2000 Fax: +44(0)121 222 5101 Fax: +61(0)3 8844 2001Workforce Optimisation Everywhere™ 21
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