The document discusses call center employee management. It covers improving employee productivity, labor planning, and lowering costs. Key aspects include attendance tracking, analyzing the current workforce, forecasting needs, identifying skills gaps, training employees, and measuring performance. The overall aim is to better manage the workforce to increase productivity, provide better customer service, and reduce operational costs.

1. Call Center
Employee Management
Your Company Name

2. Agenda of Call Center Employee Management
2
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Improve employee productivity
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Improve organization labor planning
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Lower organization operational cost
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Attendance tracking
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02
03
04
05

3. 3
Table of
Contents
01 Objective of Effective Workforce Management
02 Process of Workforce Management
12 Per Employee Productivity Dashboard
03
Analyzing Current Workforce
» Characteristics of Current Workforce
» Current Work Status
04
Workforce Forecasting
» Desired Characteristic of Workforce
» Forecasting for Workforce Management
» How to Collect Customer Satisfaction Data
» Customer Satisfaction Dashboard
05 Workforce Gap Analysis
06
Bridging the Gap
» Scheduling the Workforce Shifts
» Training Required for Marketing Strategies
» Training Schedule
» Employee Hiring Program
07 Measuring Productivity and Employee Performance
08 Expected Results
10 Software for Workforce Management
11 Performance Tracking of Employees
09 Budget for Workforce Management

4. 01
4
Objective of Effective Workforce Management
Process of Workforce Management

5. Objective of Effective Workforce Management
5
Improve employee productivity
» To improve employee productivity by carefully managing the work shifts in order to achieve
maximum output
Provide Better Customer Service
» To provide better customer service by effectively managing the workforce
» Increase customer satisfaction by 39% in FY 19
Lower organization operational cost
» High operational cost $ 100,000 per year
» To lower the operational cost by 25% in FY 19
The following slide displays various objectives that the organization wants to achieve through effective management of their workforce. These objectives can be used to improve employee productivity, provide better customer service and to lower the operational cost.
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6. Process of Workforce Management
6
Text
Here
» Use multiple KPI metrices and Dashboard to
track the effectiveness
» Add Text Here
Track agent & center adherence
» Set desired goals that are to be achieved
through effective workforce management
» Add Text Here
Set desired service level goals
» Deploy employees and resources accordingly
to achieve various organizational goal
» Add Text Here
Schedule workforce
» Use various forecasting methods and metrices to
analyze the current workforce working scenario
» Add Text Here
Forecast expected goals
01 02
04
03
The purpose of this slide is to provide an overview of the entire process of the workforce management system, like setting the desired goal, analyzing the current workforce, forecasting the desired outcome, scheduling the workforce and tracking the employee performance.
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7. 02
7
Analyzing Current Workforce
» Characteristics of Current Workforce
» Current Work Status

8. Characteristics of Current Workforce (1/2)
8
Text Here Text Here Location No of People Age Group No of People Text Here Text Here Department No of People
Male 40% North America 50 18-25 20 Chicago - Department 1 14
Female 60% Europe 20 25-35 20 Los Angeles - Department 2 12
Text Here Text Here Asia 15 35-45 40 New York - Department 3 14
Text Here Text Here South America 15 XX-XX Text Here Ohio - Department 4 12
Gender
Distribution
Ethnicity
Profile
Age
Profile
Workforce
Locations
Current
Vacancies
The objective of the following slide is to analyze the current workforce of the organization, the total number of employees it has , their demographics age group and ethnicity.
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9. Characteristics of Current Workforce(2/2)
9
60
40
0
10
20
30
40
50
60
70
Women Men
Demographics
0
10
20
30
40
Q1 Q2 Q3 Q4
How many Employee left the
Company 2019
18-25
20%
25-35
40%
35-45
20%
45-55
20%
8.2
3.2
1.4
1.2
Departments
Customer Service
Backend
Human Resource
Add text here
Total Employees : 25,000 2019
The objective of the following slide is to analyze the current workforce of the organization, the total number of employees it has , their demographics age group and ethnicity.
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10. Current Work Status
10
Months
Average Incoming
Calls Per day
Occupancy
rate
First Response Time Average call period
January 200 80% 3 min 80 sec
February 150 75% 4 min 120 sec
March 175 70% 5 min 150 sec
April 140 65% 6 min 170 sec
May 120 60% 7 min 175 sec
June 100 59% 8 min 180 sec
» Low average incoming calls in the
past 6 months
» Poor occupancy rate of employee s
» Prolonged first-time response from
3 min in January to 8 min in June
» Add Text Here
» Add Text Here
Key Takeaways
The purpose of the following slide is to analyze the work status of the employees based on various metrices such as average incoming calls, occupancy rate , first time response and Average call period
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11. 03
11
Workforce Forecasting
» Desired Characteristic of Workforce
» Forecasting for Workforce Management
» How to Collect Customer Satisfaction Data
» Customer Satisfaction Dashboard

12. Desired Characteristic of Workforce
12
Gender Distribution Ethnicity Profile Age Profile Workforce Locations Current Vacancies
Text Here Text Here Location No of People Age Group No of People Text Here Text Here Department No of People
Male 50% North America 25 18-25 20 Chicago Text Here Department 1 20
Female 50% Europe 25 25-35 20 Los Angeles Text Here Department 2 18
Text Here Text Here Asia 25 35-45 40 New York Text Here Department 3 19
Text Here Text Here South America 25 XX-XX Text Here Ohio Text Here Department 4 22
The following slide highlights the characteristics of the workforce that the organization desired to achieve after the Work Force Management program these characteristics are based on gender, ethnicity, age and workforce locations.
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13. Forecasting for Workforce Management
13
Desired Average
Incoming Calls Per
day
Occupancy Rate
First
Response Time
Average
Call
Period
July 200 80% 8 min 180 sec
August 210 85% 7 min 175 sec
September 215 89% 6 min 170 sec
October 220 89% 5 min 150 sec
November 230 90% 4 min 120 sec
December 250 95% 3 min 80 sec
Average 220 86.5% 5.5 min 145 sec
Months
» The organization plans to gradually
increase the various metrices to a
desired level
» The desired incoming call average
that the company wants is 220
» The desired average occupancy rate
that the company wants to achieve is
86.5 %
» Add Text Here
» Add Text Here
The following slide displays the forecasts the desired output that the organization wants to achieve by efficiently managing the workforce.
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14. How to Collect Customer Satisfaction Data
14
Description Cost USD Comments
E-Mail Sending E-mail to customers on weekly basis 40,000 Add Comments here
Phone Call Making phone call to customer on random bases 50,000 Add Comments Here
IOT Devices Satisfaction survey via pop-up on phone 60,000 Add Comments Here
Post-Chat Window Post chat window on website 70,000 Add Comments Here
Customer Interviews Add Text Here XX,XXX Add Comments Here
Add Text Here Add Text Here XX,XXX Add Comments Here
The purpose of the following slide is to show the various methods by which the call center collects their customer satisfaction data
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15. Customer Satisfaction Dashboard
15
64%
80%
96%
38K
42K
46K
%
Request
Answered
Requests
Requests Answered Calls
0%
10%
20%
30%
2014 2015 2016 2017 2018 2019
0M
30M
60M
90M
%
Request
Answered
Requests
Revenue % of Support Costs
Request Volume Vs. Service Level Revenue & % of Support Costs to Revenue Customer Satisfaction
Very Satisfied
Satisfied
Neutral
Unsatisfied
Very Unsatisfied
71%
Positive
32%
41%
15%
6%
6%
Requests
Answered 2019
Total Revenue
2019
Support Costs
to Revenue
1.02M
Total Requests
2019
$75M
7 %
81%
The following slide displays a customer satisfaction score, customer retention rate, customer satisfaction rate etc.
0.00
5.00
10.00
15.00
Cost per Support Avg Cost per Support
10%
20%
75%
More than 2 hours
1-2 hours
Less than 1 hour
Costs Per Support Customer Retention Avg. Time to Solve an Issue
Target>=90%
92%
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16. 04
16
Workforce Gap Analysis

17. Workforce Gap Analysis
17
Ref. No.
Skill
Description
Current Skill
Level
Desired Skill
Level
Action
Plan
Priority Comments
1 Advance Excel Training Basic Expert
Take training class
Work with manager for tasks
to allow practice
Medium Add Comment Here
2 Call Answering time 12 sec 8 sec Training Classes High Ad Comments Here
3
Prolonged call Answering
time period
10 min 5 min
Proper scheduling of
employees according to
skillset
Low Add Comments Here
4 Add Skill Here XX XX Add Text here Low Add Comments Here
5 Add Skill Here XX XX Add Text here Low Add Comments Here
The purpose of this slide is to amylase the gap between the current and future workforce characteristics. The table analysis the skill of the employees its current and desired level along with action plan and its priority.
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18. 05
18
Bridging the Gap
» Scheduling the Workforce Shifts
» Training Required for Marketing Strategies
» Training Schedule
» Employee Hiring Program

19. Employee Id Mon Tues Wed Thu Fri Sat Sun Hours Pay USD
200 Day Day Night Night Day off Off 63 1,000
201 off off Day Day Night Night Day 60 800
203 Day Day Off Off Night Night Day 52 657
204 Night Night Day Day Off Off Night 78 780
205 Off Day Night Day Night Day Off XX XX
206 Add Text Here Add Text Here Add Text Here Add Text Here Add Text Here Add Text Here Add Text Here XX XX
Scheduling the Workforce Shifts
19
The following slide displays the scheduling of the current workforce according to their skill set in order to achieve service excellence.
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20. Training Required for Workforce Optimization
20
» Providing Detailed Knowledge of product and services offered.
» Add Text Here
Product Knowledge
» Providing advance excel training with usage of various formulas .
» Add Text Here
MS Excel Training
» Providing clear picture of the reporting format, cycle and hierarchy .
» Add Text Here
Reporting Format
» Usage of XYZ Software for CRM and Sales Management .
» Add Text Here
XYZ Software Usage
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Text Here
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The following shows the various training programs that are required in order to increase the overall workforce productivity.

21. Training Schedule (1/2)
21
Date :
XX./XX/XXX
Date :
XX./XX/XXX
Product Knowledge
» Indoor 5 phase session
with Marketing Manager
» Add Text Here
Reporting Format
» 5 session General briefing
about reporting format and
reporting cycle.
» Add Text Here
Date :
XX./XX/XXX
Date :
XX./XX/XXX
MS Excel Training
» 3 phased Advance excel training
with knowledge of formulas
» Add Text Here
XYZ Software Usage
» Briefing and presentation
about new CRM Software.
» Add Text Here
Date :
XX./XX/XXX
Date :
XX./XX/XXX
Add Text Here
» Text Here
» Text here
» Text here
Add Text Here
» Text Here
» Text here
» Text here
The following slide provides a detailed schedule of training along with time that each phase will take.
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22. Scheduling the Workforce Shifts
22
Training Details Timeframe in Weeks
Product Knowledge Indoor 5 phase session with Marketing Manage 1-3
Reporting Format
5 session General briefing about reporting format and reporting
cycle.
4-6
MS Excel Training 3 phased Advance excel training with knowledge of formulas 7-8
XYZ Software Usage Briefing and presentation about new CRM Software 9-10
Add Text Here Add Text Here XX
Add Text Here Add Text Here XX
The following slide displays the scheduling of the current workforce according to their skill set in order to achieve service excellence.
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23. Employee Hiring Program
23
Department Current Workforce Desired Workforce Gap
Action
Plan
Customer Care 45 75 30
» Hiring through
Interviews
Back end 12 22 10
» Departmental
Shifting
» Hiring through
Interviews
Human resource 02 04 02
» Departmental
Shifting
» Hiring through
Interviews
Add Text Here XX XX XX » Add Text Here
Add Text Here XX XX XX » Add Text Here
The following slide highlights the employee hiring program based on the gap between current workforce and desired workforce.
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24. 06
24
» Measuring Productivity and Employee Performance
» Expected Results
» Budget for Workforce Management
» Software for Workforce Management
» Performance Tracking of Employees
» Per Employee Productivity Dashboard

25. 25
Measuring Productivity
and Employee
Performance
Metrices Description
Average Call Abandonment
Measures the percentage of calls that were hung up before the
agent could answer
Percentage of Call Blocked
Number of caller that have received a busy tone while calling the
customer
Average Time in Queue
Total number of time caller wait in que over total number of time
call was answered
Average speed of answer Average time taken by an agent to answer the call
Average handle time Average time taken from pick up to disconnection of call
Average After Call Work Time taken by agent to do the work associated to call
Add Metric here Add Text here
Add Metric here Add Text Here
Add Metric here Add Text Here
Add Metric here Add Text here
The purpose of this slide is to show various KPIs based on which the productivity and performance of the employees
will be measured.
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26. Expected Results
26
Increased Employee productivity
» Increase in employee productivity
by careful management of work
timing and shifts
Reduced organization operational cost
» Reduction in organizational
operational cost by 25 %
Provide Better Customer Service
» Increase in customer satisfaction
rate by 40 %
» Increase in NPS up to - 50
» Increase customer retention rate
by – 45%
Add Text Here
» Text Here
» Text Here
» Text Here
The following slide highlights the expected results of the total workforce management plan. Like increased productivity, better customer service and reduction in total operational cost.
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27. Budget for Workforce Management
27
Category
Q1
Total Expenses
Outsourced Trainer $500.00
Add Text Here $500.00
Customer Care Staff Salary $1,500.00
Back end Staff salary $600.00
- $400.00
- $500.00
Add Text Here $1,800.00
Add Text Here -
Add Text Here $1,800.00
Add Text Here -
Totals $23,685.00
The purpose of this slide is to display the budget of the entire workforce management activity such as trainer and salaries.
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28. Software for Workforce Management
28
1 2 3 4 5 6
Yes Yes Yes Yes Yes Yes
No Yes Yes Yes No No
Yes Yes No Yes Yes Yes
No Yes Yes Yes No No
Yes Yes Yes No No No
No No No Yes Yes Yes
12,000 2,000 25,00 1,000 1,200 1,000
Software
Scheduling
Forecasting
Performance
Management
Reporting
Time Tracking
Labor Budgeting
Cost USD
The purpose of the following slide is to display multiple Software that perform the complete function of workforce management . The provided table analyses the software based on various functions it can perform and its cost.
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29. Performance Tracking of Employees
29
$0.00
$1.00
$2.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Cost Average
Customer Satisfaction Cost Per Contact/ Month
Compared to 25% in 2018 First Call
Resolution
F C R
3 8 %
Key Metrics 2016
60%
70%
80%
90%
100%
0
1,00,000
2,00,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Call Volume vs Service Level 2019
Volume % of call ans/20s
Compared to 17s in 2018 Average speed
of answer
A S A
23s
The following slide displays a dashboard that covers multiple Kpis of call centers such as first-time call resolution , average speed of answer , customer satisfaction etc.
Very Satisfied
Satisfied
Neutral
Unsatisfied
Very Unsatisfied
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30. Per Employee Productivity Dashboard
30
0%
10%
20%
30%
0.0%
10.0%
20.0%
30.0%
Mobile Oven Laptop Watch Camera
Call Volume vs Service Level 2019
Volume % of call ans/20s
Agent Name Total Calls
Calls
Answered
Avg. Speed
of Answer
Call
Resolution
(%)
CR Trend
Jim 41 37 68.2 80.5%
Stewart 42 37 67.0 78.6%
Dan 50 46 61.1 78.0%
Becky 45 37 62.5 73.3%
Joe 49 39 65.5 71.4%
Martha 48 38 75.4 70.8%
Diane 34 26 60.2 70.6%
Greg 47 34 75.5 68.1%
Overall Satisfaction Score
Satisfaction
Score 3.33
1 1.5 2 2.5 3 3.5 4 4.5 5
Greg
Diane
Martha
Joe
Becky
Dan
Stewart
Jim
Satisfaction Score - By Agent
Calls answered in less than 180 Seconds
40.8%
Calls with satisfaction score less than 3
125
Total Calls Avg. Answer Speed (in sec) Abandon Rate Avg Calls/ Minute
356 55.3 17.4% 0.094
The following slide displays a dashboard that covers per employee productivity , satisfaction score, avg answer speed etc
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31. Call Center Employee Management Icons Slide
31

32. 32
Additional
Slides

33. 33
About
Us
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Target Audiences
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Preferred by Many
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Value Clients

34. Name Here
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Name Here
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34
Our
Team

35. 35
Our
Mission
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Vision
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Mission
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Goal

36. Timeline Process
36
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37. Post It Notes
37
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38. Roadmap Process
38
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39. 39
Thank
You
Address
# street number, city, state
Contact Number
0123456789
Email Address
emailaddress123@gmail.com