The document outlines a comprehensive workforce management strategy aiming to enhance employee productivity, improve customer service, and reduce operational costs. It details various processes such as workforce analysis, forecasting, gap analysis, and performance tracking, alongside a budget and software assessment for effective implementation. Expected outcomes include increased productivity, improved satisfaction rates, and reduced costs, supported by training programs and hiring initiatives.

1. WFM
• Your C ompany N ame

2. Agenda for WFM
2
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
Workforce Forecasting
Workforce Gap Analysis
Bridging the Gap
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
01
Table of
Content

5. Objective of Effective Workforce Management
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This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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
Provide Better Customer Service
Lower Organization Operational Cost
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6. 6
Process of Workforce
Management
02
Table of
Content

7. Process of Workforce Management
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Track agent & center adherence
Schedule workforce
Set desired service level goals
Forecast expected goals
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02
03
04
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.

8. 8
03
Table of
Content
Analyzing Current
Workforce

9. Characteristics of Current Workforce (1/2)
9
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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

10. Characteristics of Current Workforce (2/2)
10
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
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
Total Employees : 25,000
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
2019
0
10
20
30
40
Q1 Q2 Q3 Q4
How many Employee left the
Company 2019

11. Current Work Status
11
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.
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
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Key
Takeaways

12. 12
04
Table of
Content
Workforce Forecasting

13. Desired Characteristic of Workforce
13
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
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.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

14. Forecasting for Workforce Management
14
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
The following slide displays the forecasts the desired output that the organization wants to achieve by efficiently managing the workforce.
Months
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
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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• Add Text Here

15. How to Collect Customer Satisfaction Data
15
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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
Sending E-mail to customers on weekly basis 40,000 Add Comments here
Making phone call to customer on random bases 50,000 Add Comments Here
Satisfaction survey via pop-up on phone 60,000 Add Comments Here
Post chat window on website 70,000 Add Comments Here
Add Text Here XX,XXX Add Comments Here
Add Text Here XX,XXX Add Comments Here
E-Mail
Phone Call
IOT Devices
Post-Chat Window
Customer Interviews
Add Text Here

16. Customer Satisfaction Dashboard
16
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
The following slide displays a customer satisfaction score, customer retention rate, customer satisfaction rate etc.
Requests
Answered 2019
Total Requests
2019
Total Revenue
2019
Support Costs to
Revenue
1.02M
81% $75M 7%
64%
80%
96%
38K
42K
46K
Jan-19
Feb-19
Mar-19
Apr-19
May-19
Jun-19
Jul-19
Aug-19
Sep-19
Oct-19
Nov-19
Dec-19
%
Request
Answered
Requests
Requests Answered Calls
Request Volume Vs. Service Level
90%
Target >= 92%
Customer Retention
10%
20%
75%
More than 2 hours
1-2 hours
Less than 1 hour
Avg. Time to Solve an Issue
0%
10%
20%
30%
2014 2015 2016 2017 2018 2019
0M
30M
60M
90M
%
Request
Answered
Requests
Revenue % of Support Costs
Revenue & % of Support Costs to Revenue Customer Satisfaction
32%
41%
15%
6%
6%
71%
Positive
Very Satisfied
Satisfied
Neutral
Very Unsatisfied
Unsatisfied
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
Costs Per Support

17. 17
05
Table of
Content
Workforce Gap Analysis

18. Workforce Gap Analysis
18
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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.
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
Ref. No.

19. 19
06
Table of
Content
Bridging the Gap

20. Scheduling the Workforce Shifts
20
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
The following slide displays the scheduling of the current workforce according to their skill set in order to achieve service excellence.
Mon Tues Wed Thu Fri Sat Sun Hours Pay USD
63 1,000
60 800
52 657
78 780
XX XX
Add Text Here Add Text Here Add Text Here Add Text Here Add Text Here Add Text Here Add Text Here XX XX
200
201
203
204
205
206
Employee
Id
Day Night Off

21. Training Required for Workforce Optimization
21
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
The following shows the various training programs that are required in order to increase the overall workforce productivity.
Product
Knowledge
MS Excel
Training
Reporting
Format
XYZ Software
Usage
Add Text
Here
Add Text
Here
• Providing Detailed
Knowledge of product
and services offered
• Add Text Here
• Providing advance
excel training with
usage of various
formulas
• Add Text Here
• Providing clear picture
of the reporting format,
cycle and hierarchy
• Add Text Here
• Usage of XYZ Software
for CRM and Sales
Management
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here

22. Training Schedule (1/2)
22
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
The following slide provides a detailed schedule of training along with time that each phase will take.
Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX
Product Knowledge
• Indoor 5 phase session
with Marketing
Manager
• Add Text Here
• 3 phased Advance
excel training with
knowledge of formulas
• Add Text Here
MS Excel Training
• Add Text Here
• Add Text Here
Add Text Here
• 5 session General briefing
about reporting format and
reporting cycle.
• Add Text Here
Reporting format
• Briefing and
presentation about new
CRM Software.
• Add Text Here
XYZ Software Usage
• Add Text Here
• Add Text Here
Add Text Here

23. Training Schedule (2/2)
23
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
The following slide provides a detailed schedule of training along with time that each phase will take.
1-3 Product Knowledge Indoor 5 phase session with Marketing Manage
4-6 Reporting Format 5 session General briefing about reporting format and reporting cycle
7-8 MS Excel Training 3 phased Advance excel training with knowledge of formulas
9-10 XYZ Software Usage
Briefing and presentation about
new CRM Software
XX Add Text Here Add Text Here
XX Add Text Here Add Text Here
Timeframe
in Weeks Training Details

24. Employee Hiring Program
24
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
The following slide highlights the employee hiring program based on the gap between current workforce and desired workforce.
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
Department Current Workforce Desired Workforce Gap Action Plan

25. 25
07
Table of
Content
Measuring Productivity and
Employee Performance

26. Measuring Productivity and Employee Performance
26
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
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

27. 27
08
Table of
Content
Expected Results

28. Expected Results
28
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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
• Increase in customer
satisfaction rate by 40%
• Increase in customer
satisfaction rate by 45%
Reduced
Organization
Operational Cost by
• Reduction in
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

29. 29
09
Table of
Content
Budget for Workforce
Management

30. Budget for Workforce Management
30
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.
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
Category
Q1
Total Expenses

31. 31
10
Table of
Content
Software for Workforce
Management

32. Software for Workforce Management
32
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.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Software 1 2 3 4 5 6
Scheduling Yes Yes Yes Yes Yes Yes
Forecasting No Yes Yes Yes No No
Performance
Management
Yes Yes No Yes Yes Yes
Reporting No Yes Yes Yes No No
Time Tracking Yes Yes Yes No No No
Labor Budgeting No No No Yes Yes Yes
Cost USD 12,000 2,000 25,00 1,000 1,200 1,000

33. 33
11
Table of
Content
Performance Tracking of
Employees

34. Performance Tracking of Employees
34
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
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.
$0.00
$1.00
$2.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Cost per Contact/ Month
Cost Average
% 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
Very Satisfied
Satisfied 32%
Neutral
Unsatisfied
Very Satisfied
Customer Satisfaction
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

35. 35
12
Table of
Content
Per Employee Productivity
Dashboard

36. Per Employee Productivity Dashboard
36
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
The following slide displays a dashboard that covers per employee productivity, satisfaction score, avg answer speed etc.
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
Avg. Answer
Speed (in sec)
55.3
Total Calls
356
Abandon Rate
17.4%
Avg Calls/ Minute
0.094
1 2 3 4 5
Greg
Diane
Martha
Joe
Becky
Dan
Stewart
Jim
Satisfaction Score - By
Agent
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

37. WFM Icons Slide
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38. About Us
01
Meet Our Team
02
Financial
03
Timeline
04
Quotes
05
Puzzle
06
Roadmap
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Bar Chart
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Thank You for Watching!
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Additional Slides
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39. 39
Target Audiences
Preferred by Many
Value Clients
About
Us

40. Meet Our Team
40
Designation Designation
Designation Designation
Name Here
Name Here
Name Here
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41. Financial
41
35%
Minimum
65%
Medium
95%
Maximum

42. Timeline
42
2015 2017 2019
2016 2018 2020
Start 01 02 03 04 05 06 End

43. 43
“Your most unhappy
customers are your
greatest source of
learning.”
- Bill Gates
Quotes

44. Puzzle
44
01
02
03 04 05
Text Here
Text Here
Text Here
Text Here
Text Here

45. Roadmap
45
2017
2018
2019
2020

46. Bar Chart
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Product 01
Product 02
85
70
45
55
30
35
22
38
47
20
0
10
20
30
40
50
60
70
80
90
100
FY '16 FY '17 FY '18 FY '19 FY '20
Sales
in
Percentage(%)
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

47. Thank You for Watching!
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