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1. WORKFORCE
MANAGEMENT
Yo u r C o m p a n y N a m e

2. Agenda of Workforce Management
2
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Improve employee productivity
Improve organization labor planning
Lower organization operational cost
Attendance tracking
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3. Table of Contents
3
Objective of Effective Workforce Management
Process of Workforce Management
Analyzing Current Workforce
› Characteristics of Current Workforce
› Current Work Status
Workforce Forecasting
› Desired Characteristic of Workforce
› Forecasting for Workforce Management
› How to Collect Customer Satisfaction Data
› Customer Satisfaction Dashboard
Workforce Gap Analysis
Bridging the Gap
› Scheduling the Workforce Shifts
› Training Required for Marketing Strategies
› Training Schedule
› Employee Hiring Program
Measuring Productivity and Employee Performance
Expected Results
Budget for Workforce Management
Software for Workforce Management
Performance Tracking of Employees
Per Employee Productivity Dashboard
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4. 4
Objective of Effective Workforce Management
Process of Workforce Management
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5. Objective of Effective Workforce Management
5
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
› 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
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6. Process of Workforce Management
6
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.
Track agent & center adherence
› Use multiple KPI metrices and
Dashboard to track the effectiveness
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Schedule workforce
› Deploy employees and resources
accordingly to achieve various
organizational goal
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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
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1
2
4
3
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7. 7
› Characteristics of Current Workforce
› Current Work Status
Analyzing Current Workforce
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8. Characteristics of Current Workforce (1/2)
8
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.
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
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9. Characteristics of Current Workforce (2/2)
9
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.
20%
18-25
40%
25-35
20%
35-45
20%
45-55
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
10
20
30
40
Q1 Q2 Q3 Q4
How many Employee left the
Company 2019
Total Employees : 25,000
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

10. Current Work Status
10
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
› Prolonged first-time response from 3
min in January to 8 min in June
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11. 11
› Desired Characteristic of Workforce
› Forecasting for Workforce Management
› How to Collect Customer Satisfaction Data
› Customer Satisfaction Dashboard
Workforce Forecasting
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12. Desired Characteristic of Workforce
12
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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13. Forecasting for Workforce Management
13
The following slide displays the forecasts the desired output that the organization wants to achieve by efficiently managing the workforce.
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
Key Takeaways
› 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 %
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14. How to Collect Customer Satisfaction Data
14
The purpose of the following slide is to show the various methods by which the call center collects their customer satisfaction data.
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
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15. Customer Satisfaction Dashboard
15
The following slide displays a customer satisfaction score, customer retention rate, customer satisfaction rate etc.
Requests
Answered
2019
81%
Total Requests
2019 1.02M
Total Revenue
2019 $75M
Support Costs
to Revenue 7%
Costs Per Support Customer Retention Avg. Time to Solve an Issue
Request Volume Vs. Service Level Revenue & % of Support Costs to Revenue Customer Satisfaction
64%
80%
96%
38K
42K
46K
Jan-20
Feb-20
Mar-20
Apr-20
May-20
Jun-20
Jul-20
Aug-20
Sep-20
Oct-20
Nov-20
Dec-20
%
Request
Answered
Requests
Requests Answered Calls
0%
10%
20%
30%
2015 2016 2017 2018 2019 2020
0M
30M
60M
90M
%
Request
Answered
Requests
Revenue % of Support Costs
Very Satisfied
Satisfied
Neutral
Unsatisfied
Very Unsatisfied
32%
41%
15%
6%
6%
71%
Positive
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
90%
Target >= 92%
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

16. 16
Workforce Gap Analysis
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17. Workforce Gap Analysis
17
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
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
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18. 18
› Scheduling the Workforce Shifts
› Training Required for Marketing Strategies
› Training Schedule
› Employee Hiring Program
Bridging the Gap
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19. 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.
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
Day Night Off
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20. Training Required for Workforce Optimization
20
The following shows the various training programs that are required in order to increase the overall workforce productivity.
Product Knowledge
› Providing Detailed
Knowledge of product
and services offered
› Add Text Here
MS Excel Training
› Providing advance
excel training with
usage of various
formulas
› Add Text Here
Reporting Format
› Providing clear
picture of the
reporting format,
cycle and hierarchy
› Add Text Here
XYZ Software Usage
› Usage of XYZ
Software for CRM
and Sales
Management
› Add Text Here
Add Text Here
› Add Text Here
› Add Text Here
Add Text Here
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› Add Text Here
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21. Training Schedule (1/2)
21
The following slide provides a detailed schedule of training along with time that each phase will take.
Date : XX./XX/XXX
Product
Knowledge
› Indoor 5 phase
session with
Marketing Manager
› Add Text Here
› 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
Add Text
Here
› Add Text Here
› Add Text Here
› Briefing and
presentation about
new CRM Software.
› Add Text Here
› Add Text Here
› Add Text Here
Date : XX./XX/XXX
Reporting
Format
Date : XX./XX/XXX
XYZ Software
Usage
Date : XX./XX/XXX
Add Text
Here
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22. Training Schedule (2/2)
22
The following slide provides a detailed schedule of training along with time that each phase will take.
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
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23. Employee Hiring Program
23
The following slide highlights the employee hiring program based on the gap between current workforce and desired workforce.
Department
Current
Workforce
Desired
Workforce
Gap
Action
Plan
45 75 30
• Hiring through
Interviews
12 22 10
• Departmental
Shifting
• Hiring through
Interviews
02 04 02
• Departmental
Shifting
• Hiring through
Interviews
XX XX XX • Add Text Here
XX XX XX • Add Text Here
Customer
Care
Back End
Human
Resource
Add Text
Here
Add Text
Here
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24. 24
› Measuring Productivity and Employee
Performance
› Expected Results
› Budget for Workforce Management
› Software for Workforce Management
› Performance Tracking of Employees
› Per Employee Productivity Dashboard
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25. Measuring Productivity and Employee Performance
25
The purpose of this slide is to show various KPIs based on which the productivity and performance of the employees will be measured.
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
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26. Expected Results
26
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
Provide Better Customer Service
Increase in NPS up to 50
50%
Increase in customer
satisfaction rate
40%
Increase in customer
satisfaction rate
45%
Reduced Organization Operational Cost by 25%
Add Text Here
› Add Text Here
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› Add Text Here
› Add Text Here
› Add Text Here
› Add Text Here
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27. Budget for Workforce Management
27
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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28. Software for Workforce Management
28
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.
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
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29. Performance Tracking of Employees
29
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.
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
Key Metrics 2016
Very Satisfied
18%
Satisfied
32%
Neutral
Unsatisfied
14%
Very Unsatisfied
14%
Customer Satisfaction
% of call ans/
20s Aug:87%
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
$0.00
$1.00
$2.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Cost per Contact/ Month
Cost Average
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

30. Per Employee Productivity Dashboard
30
The following slide displays a dashboard that covers per employee productivity, satisfaction score, avg answer speed etc.
Total Calls 356
Avg. Answer
Speed (in sec) 55.3
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
40.8%
Calls answered in less
than 180 Seconds
125
Calls with satisfaction
score less than 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%
Overall Satisfaction
with Score
Satisfaction
Score 3.33
1 2 3 4 5
Greg
Diane
Martha
Joe
Becky
Dan
Stewart
Jim
Satisfaction Score By Agent
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

31. Additional
Slides
31

32. Venn
32
04
07
05
08
06
09
01
03
02
10
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33. About Our Company
33
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Value Clients
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needs and capture your audience's attention.
Preferred by Many
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needs and capture your audience's attention.
Target Audiences
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needs and capture your audience's attention.
We are Creative

34. Column Chart
34
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(%)
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Product
01 Product
02

35. Meet Our Team
35
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Designation
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Designation

36. Thank You for Watching!
36
# street number, city, state
Address
www.abc.com
website
emailaddress123@gmail.com
Email Address
0123456789
Contact Number