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1. Optimizing Organization
Workforce for Call Center
Yo u r C o m p a n y N a m e

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Improve employee productivity
01
Lower organization operational cost
03
Improve organization labor planning
02
Attendance tracking
04
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05

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Measuring Productivity and
Employee Performance
Per Employee Productivity
Dashboard
Performance Tracking of Employees
Budget for Workforce
Management
Expected Results
Software for Workforce
Management
01
Objective of Effective
Workforce Management
02
Process of Workforce
Management
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
03
Analyzing Current Workforce
• Characteristics of Current Workforce
• Current Work Status

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07
12
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09
08
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Measuring Productivity and
Employee Performance
Per Employee Productivity
Dashboard
Performance Tracking of Employees
Budget for Workforce
Management
Expected Results
Software for Workforce
Management
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
03
Analyzing Current Workforce
• Characteristics of Current Workforce
• Current Work Status
01
Objective of Effective
Workforce Management
02
Process of Workforce
Management

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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.
Improve Employee Productivity
To improve employee productivity by carefully managing the work shifts in order to achieve maximum output
Provide Better Customer Service Lower Organization Operational Cost
• To provide better customer service by effectively managing the
workforce
• Increase customer satisfaction by 39% in FY 19
• High operational cost $ 100,000 per year
• To lower the operational cost by 25% in FY 19
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This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
5
Objective of Effective Workforce Management

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02
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Set desired service level goals
• Set desired goals that are to be achieved
through effective workforce management
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Forecast expected goals
• Use various forecasting methods and
metrices to analyze the current
workforce working scenario
• Add Text Here
Schedule workforce
• Deploy employees and resources
accordingly to achieve various
organizational goal
• Add Text Here
Track agent & center adherence
• Use multiple KPI metrices and
Dashboard to track the effectiveness
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6
Process of Workforce Management
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.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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12
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Measuring Productivity and
Employee Performance
Per Employee Productivity
Dashboard
Performance Tracking of Employees
Budget for Workforce
Management
Expected Results
Software for Workforce
Management
01
Objective of Effective
Workforce Management
02
Process of Workforce
Management
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
03
Analyzing Current Workforce
• Characteristics of Current Workforce
• Current Work Status

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Characteristics of Current Workforce (1/2)
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.
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 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
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Characteristics of Current Workforce (2/2)
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.
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
8.2
3.2
1.4
1.2
Departments
Customer Service
Backend
Human Resource
Add text here 60
40
0
10
20
30
40
50
60
70
Women Men
Demographics
0
20
40
Q1 Q2 Q3 Q4
How many Employee left the
Company 2019
18-25
20%
25-35
40%
35-40
20%
45-55
20%
Total Employees : 25,000

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Current Work Status
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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.
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
Months
Key
Takeaways
Low average incoming calls in
the past 6 months
Poor occupancy rate of
employee s
Add Text Here
Add Text Here
Prolonged first-time response from
3 min in January to 8 min in june

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Measuring Productivity and
Employee Performance
Per Employee Productivity
Dashboard
Performance Tracking of Employees
Budget for Workforce
Management
Expected Results
Software for Workforce
Management
01
Objective of Effective
Workforce Management
02
Process of Workforce
Management
05 Workforce Gap Analysis
06
Bridging the Gap
• Scheduling the Workforce Shifts
• Training Required for Marketing Strategies
• Training Schedule
• Employee Hiring Program
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

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Desired Characteristic of Workforce
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.
Gender Distribution Ethnicity Profile Age Profile Workforce Locations Current Vacancies
Location No of People Age Group No of People 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
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Forecasting for Workforce Management
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
•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
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Months
The following slide displays the forecasts the desired output that the organization wants to achieve by
efficiently managing the workforce.
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How to Collect Customer Satisfaction Data
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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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Customer Satisfaction Dashboard
The following slide displays a customer satisfaction score, customer retention rate, customer satisfaction rate etc.
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
Requests
Answered 2019
81%
Total Requests
2019
1.02M
Total Revenue 2019 $75M
Support Costs to
Revenue
7%
Costs Per Support
Jan-19
Feb-19
Mar-19
Apr-19
May-19
Jun-19
Jul-19
Aug-19
Sep-19
Oct-19
Nov-19
Dec-19
0.00
5.00
10.00
15.00
Cost per Support Avg Cost per Support
Request Volume Vs. Service Level
64%
80%
96%
38K
42K
46K
Jan-19
Mar-19
May-19
Jul-19
Sep-19
Nov-19
%
Request
Answered
Requests
Requests Answered Calls
Avg. Time to Solve an Issue
10%
20%
75%
More than 2 hours
1-2 hours
Less than 1 hour
Customer Satisfaction
32%
41%
15%
6%
6%
71%
Positive
Very
Satisfied
Satisfied
Neutral
Unsatisfied
Very
Unsatisfied
0%
10%
20%
30%
0M
30M
60M
90M
%
Request
Answered
Requests
Revenue % of Support Costs
Revenue & % of Support Costs to Revenue
Customer Retention
90%
Target >= 92%

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

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Workforce Gap Analysis
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.
Ref. No.
Skill
Description
Current Skill
Level
Desired Skill
Level
Action
Plan
Priority Comments
Advance Excel Training Basic Expert
Take training class
Work with manager for
tasks to allow practice
Medium Add Comment Here
Call Answering time 12 sec 8 sec Training Classes High Ad Comments Here
Prolonged call Answering
time period
10 min 5 min
Proper scheduling of
employees according to
skillset
Low Add Comments Here
Add Skill Here XX XX Add Text here Low Add Comments Here
Add Skill Here XX XX Add Text here Low Add Comments Here
01
02
03
04
05
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09
08
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Measuring Productivity and
Employee Performance
Per Employee Productivity
Dashboard
Performance Tracking of Employees
Budget for Workforce
Management
Expected Results
Software for Workforce
Management
01
Objective of Effective
Workforce Management
02
Process of Workforce
Management
04
Workforce Forecasting
• Desired Characteristic of Workforce
• Forecasting for Workforce Management
• How to Collect Customer Satisfaction Data
• Customer Satisfaction Dashboard
05 Workforce Gap Analysis
03
Analyzing Current Workforce
• Characteristics of Current Workforce
• Current Work Status
06
Bridging the Gap
• Scheduling the Workforce Shifts
• Training Required for Marketing Strategies
• Training Schedule
• Employee Hiring Program

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Scheduling the Workforce Shifts
Employee Id Mon Tues Wed Thu Fri Sat Sun Hours Pay USD
200 63 1,000
201 60 800
203 52 657
204 78 780
205 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
The following slide displays the scheduling of the current workforce according to their skill set in order to
achieve service excellence.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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• Usage of XYZ
Software for CRM
and Sales
Management
• Add Text Here
XYZ Software Usage
• Providing Detailed
Knowledge of
product and
services offered
• Add Text Here
Product Knowledge
• Add Text Here
• Add Text Here
Add Text Here
• Providing advance
excel training with
usage of various
formulas
• Add Text Here
MS Excel Training
Add Text Here
• Add Text Here
• Add Text Here
Reporting Format
• Providing clear
picture of the
reporting format,
cycle and hierarchy
• Add Text Here
Training Required for Workforce Optimization
The following shows the various training programs that are required in order to increase
the overall workforce productivity.
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Training Schedule (1/2)
The following slide provides a detailed schedule of training along with time that each phase will take.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Date : XX./XX/XXX
Product
Knowledge
• Indoor 5 phase
session with
Marketing Manager
• Add Text Here
Date : XX./XX/XXX
Reporting
Format
• 5 session General briefing
about reporting format
and reporting cycle.
• Add Text Here
Date : XX./XX/XXX
MS Excel
Training
• 3 phased Advance
excel training with
knowledge of
formulas
• Add Text Here
Date : XX./XX/XXX
XYZ Software
Usage
• Briefing and
presentation about
new CRM Software.
• Add Text Here
Date : XX./XX/XXX
Add Text
Here
• Add Text Here
• Add Text Here
Date : XX./XX/XXX
Add Text
Here
• Add Text Here
• Add Text Here

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Training Schedule (2/2)
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Timeframe in Weeks Training Details
Product Knowledge Indoor 5 phase session with Marketing Manage
Reporting Format
5 session General briefing about reporting format and
reporting cycle
MS Excel Training
3 phased Advance excel training with knowledge of
formulas
XYZ Software Usage
Briefing and presentation about
new CRM Software
Add Text Here Add Text Here
Add Text Here Add Text Here
1-3
4-6
7-8
9-10
XX
XX
The
following
slide
provides
a
detailed
schedule
of
training
along
with
time
that
each
phase
will
take.

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Employee Hiring Program
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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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01
Objective of Effective
Workforce Management
02
Process of Workforce
Management
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
03
Analyzing Current Workforce
• Characteristics of Current Workforce
• Current Work Status
07
12
11
09
08
10
Measuring Productivity and
Employee Performance
Per Employee Productivity
Dashboard
Performance Tracking of Employees
Budget for Workforce
Management
Expected Results
Software for Workforce
Management

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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
25
Measuring Productivity and Employee Performance
The purpose of this slide is to
show various KPIs based on
which the productivity and
performance of the employees
will be measured.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Expected Results
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.
Increased Employee Productivity
Increase in employee productivity by careful management of work timing and shifts
Increase in customer
satisfaction rate
40%
Increase in NPS
up to 50
50
Increase in customer
satisfaction rate
45%
Provide Better Customer Service
Reduced Organization Operational Cost by 25%
Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

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Budget for Workforce Management
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
The purpose of this slide is to display the budget of the entire workforce management activity such as trainer and salaries.
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

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Software for Workforce Management
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.
Software Scheduling Forecasting Performance Management Reporting Time Tracking Labor Budgeting Cost USD
Software 1 Yes No Yes No Yes
No
1,200
Software 2 Yes Yes Yes Yes Yes No 2,000
Software 3 Yes Yes No Yes Yes No 2,500
Software 4 Yes Yes Yes Yes No Yes 1,000
Software 5 Yes No Yes No No Yes 1,200
Software 6 Yes No Yes No No Yes 1,000
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Performance Tracking of Employees
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.
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
38%
Compared to 25%
in 2018 First Call
Resolution
F
C
R
23s
Compared to 17s
in 2018 Average
speed of answer
A
S
A
Very Satisfied
18%
Satisfied
32%
Neutral
Unsatisfied
14%
Very Unsatisfied
14%
Customer Satisfaction
60%
70%
80%
90%
100%
0
100,000
200,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Call Volume vs Service Level 2019
Volume % of call ans/20s
% of call ans/
20s Aug:87%
$0.00
$1.00
$2.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Cost per Contact/ Month
Cost Average
Key Metrics 2016

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Per Employee Productivity Dashboard
The following slide displays a dashboard that covers per employee productivity, satisfaction score, avg answer speed etc.
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
Total Calls
356
Avg. Answer
Speed (in sec)
55.3
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%
40.8%
Calls answered
in less than
180 Seconds
125%
Calls with
satisfaction score
less than 3
Abandon
Rate
17.4%
Avg Calls/
Minute
0.094
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
Overall Satisfaction
Score
Satisfaction
Score 3.33 1 2 3 4 5
Greg
Diane
Martha
Joe
Becky
Dan
Stewart
Jim
Satisfaction Score - By Agent

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Optimizing Organization Workforce for Call Center Icons Slide

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Additional Slides
01 About Our Company
02 Column Chart
03 Our Mission
04 Meet Our Awesome Team!
05 30 60 90 Days Plan
06 Timeline
07 Thanks for Watching!

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About
Our Company
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attention.
Target Audiences
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attention.
Preferred by Many
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attention.
We are Creative
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attention.
Value Clients

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Column Chart
70
65
40
45
35
25
19
30
50
18
0
10
20
30
40
50
60
70
80
90
100
FY '13 FY '17 FY '18 FY '19 FY '20
Sales
in
Percentage(%)
01 Product
This graph/chart is linked to excel, and changes
automatically based on data. Just left click on it and
select “Edit Data”.
02 Product
This graph/chart is linked to excel, and changes
automatically based on data. Just left click on it and
select “Edit Data”.

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Our Mission
Vision
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capture your audience's attention.
Mission
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Goal
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35

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Meet Our Awesome Team!

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30 60 90 Days Plan
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Timeline
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2019
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2015
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2016
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2017
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2018
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2020

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