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Workforce Management For Call Center Powerpoint Presentation Slides

The document outlines a comprehensive workforce management plan for a call center, detailing goals like improving employee productivity, enhancing customer service, and reducing operational costs. It includes processes for analyzing the current workforce, forecasting needs, scheduling shifts, and implementing training programs. The budget, software options, and performance tracking metrics are also discussed to facilitate effective management and achieve organizational objectives.

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Workforce Management For Call Center Yo u r C o m p a n y N a m e
Agenda of Workforce Management for Call Center 2 01 02 03 04 05 Improve employee productivity Improve organization labor planning Lower organization operational cost Attendance tracking Add Text Here
Table of Contents 3 Measuring Productivity and Employee Performance 07. Expected Results 08. Budget for Workforce Management 09. Software for Workforce Management 10. PerformanceTracking of Employees 11. Per Employee Productivity Dashboard 12. Objective of EffectiveWorkforce Management 01. Process of Workforce Management 02. Analyzing Current Workforce 03. Workforce Forecasting 04. Workforce Gap Analysis 05. Bridging the Gap 06. ‣ Characteristics of Current Workforce ‣ Current Work Status ‣ Desired Characteristic of Workforce ‣ Forecasting for Workforce Management ‣ How to Collect Customer Satisfaction Data ‣ Customer Satisfaction Dashboard ‣ Scheduling the Workforce Shifts ‣ Training Required for Marketing Strategies ‣ Training Schedule ‣ Employee Hiring Program
Table of Content 4 Objective of Effective Workforce Management 01
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. Management 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 ‣ Add Employee Name ‣ Add Employee Name ‣ Add Employee Name Lower Organization Operational Cost ‣ High operational cost $ 100,000 per year ‣ To lower the operational cost by 25% in FY 19 01 02 04 03 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Table of Content 6 Process of Workforce Management 02
Process of Workforce Management 7 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 Schedule workforce Set desired service level goals Forecast expected goals ‣ Use multiple KPI metrices and Dashboard to track the effectiveness ‣ Add Text Here ‣ Deploy employees and resources accordingly to achieve various organizational goal ‣ Add Text Here ‣ Set desired goals that are to be achieved through effective workforce management ‣ Add Text Here ‣ Use various forecasting methods and metrices to analyze the current workforce working scenario ‣ Add Text Here Workforce Management 04 03 01 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Table of Content 8 03 Analyzing Current Workforce ‣ Characteristics of CurrentWorkforce ‣ CurrentWork Status
Characteristics of CurrentWorkforce (1/2) 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. 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Characteristics of CurrentWorkforce (2/2) 10 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. 60 40 0 10 20 30 40 50 60 70 Women Men Demographics 25-35 40% 35-45 20% 0 10 20 30 40 Q1 Q2 Q3 Q4 How many Employee left the Company 2019 45-55 20% 18-25 20% 8.2 3.2 1.4 1.2 Departments Customer Service Backend Human Resource Add text here 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”
Current Work Status 11 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. KeyTakeaways ‣ 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 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Table of Content 12 04 Workforce Forecasting ‣ Desired Characteristic of Workforce ‣ Forecasting for Workforce Management ‣ How to Collect Customer Satisfaction Data ‣ Customer Satisfaction Dashboard
Desired Characteristic of Workforce 13 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 CurrentVacancies 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Forecasting for Workforce Management 14 The following slide displays the forecasts the desired output that the organization wants to achieve by efficiently managing the workforce. KeyTakeaways ‣ 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 Desired Average Incoming Calls Per day Occupancy Rate First ResponseTime 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
How to Collect Customer Satisfaction Data 15 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-ChatWindow Post chat window on website 70,000 Add Comments Here Customer Interviews Add Text Here XX,XXX Add Comments Here AddText Here Add Text Here XX,XXX Add Comments Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Customer Satisfaction Dashboard 16 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% 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 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 Very Unsatisfied Very Satisfied Satisfied Neutral Unsatisfied 71% Positive 10% 20% 75% More than 2 hours 1-2 hours Less than 1 hour Costs Per Support Avg. Time to Solve an Issue Customer Retention Request Volume Vs. Service Level Customer Satisfaction Revenue & % of Support Costs to Revenue 0% 10% 20% 30% 2014 2015 2016 2017 2018 2019 0M 30M 60M 90M % Request Answered Requests Revenue % of Support Costs 32% 41% 15% 6% 6% Target >= 92% 0 100 20 10 30 40 80 90 70 60 50 90% This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
Table of Content 17 Workforce Gap Analysis 05
Workforce Gap Analysis 18 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Table of Content 19 06 Bridging the Gap ‣ Scheduling theWorkforce Shifts ‣ Training Required for Marketing Strategies ‣ Training Schedule ‣ Employee Hiring Program
Scheduling theWorkforce Shifts 20 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Training Required for Workforce Optimization 21 The following shows the various training programs that are required in order to increase the overall workforce productivity. 01 02 03 04 05 06 Product Knowledge MS ExcelTraining Reporting Format XYZ Software Usage ‣ 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 AddText Here ‣ Add Text Here ‣ Add Text Here AddText Here ‣ Add Text Here ‣ Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Training Schedule (1/2) 22 The following slide provides a detailed schedule of training along with time that each phase will take. Product Knowledge ‣ Indoor 5 phase session with Marketing Manager ‣ Add Text Here MS ExcelTraining ‣ 3 phased Advance excel training with knowledge of formulas ‣ Add Text Here AddText Here ‣ Add Text Here ‣ Add Text Here Reporting Format ‣ 5 session General briefing about reporting format and reporting cycle. ‣ Add Text Here XYZ Software Usage ‣ Briefing and presentation about new CRM Software. ‣ Add Text Here AddText Here ‣ Add Text Here ‣ Add Text Here Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Training Schedule (2/2) 23 The following slide provides a detailed schedule of training along with time that each phase will take. Timeframe inWeeks 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Employee Hiring Program 24 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 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 AddText Here XX XX XX ‣ Add Text Here AddText Here XX XX XX ‣ Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Table of Content 25 Measuring Productivity and Employee Performance 07
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.
Table of Content 27 Expected Results 08
Expected Results 28 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. AddText Here ‣ Add Text Here ‣ Add Text Here ‣ Add Text Here ‣ Add Text Here Increased Employee Productivity Increase in employee productivity by careful management of work timing and shifts Provide Better Customer Service Increase in customer satisfaction rate 40% Increase in NPS up to 50 50% Increase in customer satisfaction rate 45% Reduced Organization Operational Cost by 25% This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
Table of Content 29 Budget for Workforce Management 09
Budget for Workforce Management 30 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Table of Content 31 Software for Workforce Management 10
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. 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 TimeTracking 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Table of Content 33 PerformanceTracking of Employees 11
PerformanceTracking of Employees 34 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. 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 $0.00 $1.00 $2.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Cost per Contact/ Month Cost Average Very Satisfied 18% Satisfied 32% Neutral 22% Unsatisfied 14% Very Unsatisfied 14% 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 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
Table of Content 35 Per Employee Productivity Dashboard 12
Per Employee Productivity Dashboard 36 The following slide displays a dashboard that covers per employee productivity, satisfaction score, avg answer speed etc. 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% Satisfaction Score 3.33 0 100 20 10 30 40 80 90 70 60 50 Overall Satisfaction with Score Total Calls 356 Avg.Answer Speed (in sec) 55.3 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 CallVolume vs Service Level 2019 Volume % of call ans/20s This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
Workforce Management for Call Center Icons Slide 37
Additional Slides 38 ThankYou for Watching! Location Meet Our CreativeTeam Post it Notes Our Mission Bar GraphTemplate Venn Diagram Company Introduction 01 08 07 06 05 04 03 02
Company Introduction 39 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Value Clients This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Target Audiences This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Preferred by Many This slide is 100% editable. Adapt it to your needs and capture your audience's attention. We are Creative
Venn Diagram 40 YourText Here YourText Here YourText Here YourText Here YourText Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Bar GraphTemplate 41 70 65 40 45 25 19 30 50 0 10 20 30 40 50 60 70 80 FY '17 FY '18 FY '19 FY '20 Sales in Percentage(%) Product 02 Product 01 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
Our Mission 42 Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Post it Notes 43 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 03 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 04 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
AddYour Skill 70% AddYour Skill 80% Alex Stark Designer This slide is 100% editable. Adapt it to your needs and capture your audience's attention. AddYour Skill 60% AlissaTony Manager This slide is 100% editable. Adapt it to your needs and capture your audience's attention. AddYour Skill 90% 44 Meet Our CreativeTeam
Location 45 China 10Year Growth 10% 20% China 30% 80% Australia 10Year Growth Australia Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data” Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
ThankYou for Watching! 46 0123456789 Contact Number # street number,city, state Address emailaddress123@gmail.com Email Address www.abc.com Website

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In this document
Powered by AI

Overview of workforce management for a call center context.

Focus on improving employee productivity, organizational labor planning, reducing operational costs, and attendance tracking.

Outline of topics including measuring productivity, budgeting, software, performance tracking, and objectives for effective management.

Goals include improving employee productivity, enhancing customer service, and lowering operational costs with specific percentage targets.

Overview of steps including goal setting, current workforce analysis, forecasting, scheduling, and performance tracking.

Demographics, distribution by gender, ethnicity, and age along with analysis of current work status and metrics.

Desired characteristics after management optimizations, forecasts for metrics, and customer satisfaction data collection methods.

Dashboard overview of customer service metrics including satisfaction rates, answered requests, and support costs.

Analysis of current versus desired workforce characteristics and skill levels with actions and priorities.

Strategies for scheduling shifts, required training for optimization, a detailed training schedule, and employee hiring program.

KPIs for employee productivity assessment including call handling metrics and average response times.

Anticipated results include increased productivity, customer satisfaction improvements, and operational cost reductions.

Overview of the budget including costs for trainers and staff salaries associated with workforce management.

Analysis of various software options for workforce management functionalities and their costs.

Dashboard display of employee performance metrics including resolution rates and call response times.

Detailed dashboard metrics per employee including call handling and customer satisfaction scores.

Thank you slide and an introduction to the creative team and additional content related to the presentation. Generic company introduction slides, showcasing values, target audiences, and contact information.

Workforce Management For Call Center Powerpoint Presentation Slides

  • 1.
    Workforce Management For Call Center You r C o m p a n y N a m e
  • 2.
    Agenda of WorkforceManagement for Call Center 2 01 02 03 04 05 Improve employee productivity Improve organization labor planning Lower organization operational cost Attendance tracking Add Text Here
  • 3.
    Table of Contents3 Measuring Productivity and Employee Performance 07. Expected Results 08. Budget for Workforce Management 09. Software for Workforce Management 10. PerformanceTracking of Employees 11. Per Employee Productivity Dashboard 12. Objective of EffectiveWorkforce Management 01. Process of Workforce Management 02. Analyzing Current Workforce 03. Workforce Forecasting 04. Workforce Gap Analysis 05. Bridging the Gap 06. ‣ Characteristics of Current Workforce ‣ Current Work Status ‣ Desired Characteristic of Workforce ‣ Forecasting for Workforce Management ‣ How to Collect Customer Satisfaction Data ‣ Customer Satisfaction Dashboard ‣ Scheduling the Workforce Shifts ‣ Training Required for Marketing Strategies ‣ Training Schedule ‣ Employee Hiring Program
  • 4.
    Table of Content 4 Objectiveof Effective Workforce Management 01
  • 5.
    Objective of EffectiveWorkforce 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. Management 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 ‣ Add Employee Name ‣ Add Employee Name ‣ Add Employee Name Lower Organization Operational Cost ‣ High operational cost $ 100,000 per year ‣ To lower the operational cost by 25% in FY 19 01 02 04 03 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 6.
    Table of Content 6 Processof Workforce Management 02
  • 7.
    Process of WorkforceManagement 7 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 Schedule workforce Set desired service level goals Forecast expected goals ‣ Use multiple KPI metrices and Dashboard to track the effectiveness ‣ Add Text Here ‣ Deploy employees and resources accordingly to achieve various organizational goal ‣ Add Text Here ‣ Set desired goals that are to be achieved through effective workforce management ‣ Add Text Here ‣ Use various forecasting methods and metrices to analyze the current workforce working scenario ‣ Add Text Here Workforce Management 04 03 01 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 8.
    Table of Content 8 03 AnalyzingCurrent Workforce ‣ Characteristics of CurrentWorkforce ‣ CurrentWork Status
  • 9.
    Characteristics of CurrentWorkforce(1/2) 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. 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 10.
    Characteristics of CurrentWorkforce(2/2) 10 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. 60 40 0 10 20 30 40 50 60 70 Women Men Demographics 25-35 40% 35-45 20% 0 10 20 30 40 Q1 Q2 Q3 Q4 How many Employee left the Company 2019 45-55 20% 18-25 20% 8.2 3.2 1.4 1.2 Departments Customer Service Backend Human Resource Add text here 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”
  • 11.
    Current Work Status11 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. KeyTakeaways ‣ 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 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 12.
    Table of Content 12 04 WorkforceForecasting ‣ Desired Characteristic of Workforce ‣ Forecasting for Workforce Management ‣ How to Collect Customer Satisfaction Data ‣ Customer Satisfaction Dashboard
  • 13.
    Desired Characteristic ofWorkforce 13 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 CurrentVacancies 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 14.
    Forecasting for WorkforceManagement 14 The following slide displays the forecasts the desired output that the organization wants to achieve by efficiently managing the workforce. KeyTakeaways ‣ 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 Desired Average Incoming Calls Per day Occupancy Rate First ResponseTime 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 15.
    How to CollectCustomer Satisfaction Data 15 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-ChatWindow Post chat window on website 70,000 Add Comments Here Customer Interviews Add Text Here XX,XXX Add Comments Here AddText Here Add Text Here XX,XXX Add Comments Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 16.
    Customer Satisfaction Dashboard16 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% 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 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 Very Unsatisfied Very Satisfied Satisfied Neutral Unsatisfied 71% Positive 10% 20% 75% More than 2 hours 1-2 hours Less than 1 hour Costs Per Support Avg. Time to Solve an Issue Customer Retention Request Volume Vs. Service Level Customer Satisfaction Revenue & % of Support Costs to Revenue 0% 10% 20% 30% 2014 2015 2016 2017 2018 2019 0M 30M 60M 90M % Request Answered Requests Revenue % of Support Costs 32% 41% 15% 6% 6% Target >= 92% 0 100 20 10 30 40 80 90 70 60 50 90% This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
  • 17.
  • 18.
    Workforce Gap Analysis18 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 19.
    Table of Content 19 06 Bridgingthe Gap ‣ Scheduling theWorkforce Shifts ‣ Training Required for Marketing Strategies ‣ Training Schedule ‣ Employee Hiring Program
  • 20.
    Scheduling theWorkforce Shifts20 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 21.
    Training Required forWorkforce Optimization 21 The following shows the various training programs that are required in order to increase the overall workforce productivity. 01 02 03 04 05 06 Product Knowledge MS ExcelTraining Reporting Format XYZ Software Usage ‣ 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 AddText Here ‣ Add Text Here ‣ Add Text Here AddText Here ‣ Add Text Here ‣ Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 22.
    Training Schedule (1/2)22 The following slide provides a detailed schedule of training along with time that each phase will take. Product Knowledge ‣ Indoor 5 phase session with Marketing Manager ‣ Add Text Here MS ExcelTraining ‣ 3 phased Advance excel training with knowledge of formulas ‣ Add Text Here AddText Here ‣ Add Text Here ‣ Add Text Here Reporting Format ‣ 5 session General briefing about reporting format and reporting cycle. ‣ Add Text Here XYZ Software Usage ‣ Briefing and presentation about new CRM Software. ‣ Add Text Here AddText Here ‣ Add Text Here ‣ Add Text Here Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX Date : XX./XX/XXX This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 23.
    Training Schedule (2/2)23 The following slide provides a detailed schedule of training along with time that each phase will take. Timeframe inWeeks 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 24.
    Employee Hiring Program24 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 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 AddText Here XX XX XX ‣ Add Text Here AddText Here XX XX XX ‣ Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 25.
    Table of Content 25 MeasuringProductivity and Employee Performance 07
  • 26.
    Measuring Productivity andEmployee 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.
  • 28.
    Expected Results 28 Thefollowing slide highlights the expected results of the total workforce management plan. Like increased productivity, better customer service and reduction in total operational cost. AddText Here ‣ Add Text Here ‣ Add Text Here ‣ Add Text Here ‣ Add Text Here Increased Employee Productivity Increase in employee productivity by careful management of work timing and shifts Provide Better Customer Service Increase in customer satisfaction rate 40% Increase in NPS up to 50 50% Increase in customer satisfaction rate 45% Reduced Organization Operational Cost by 25% This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
  • 29.
    Table of Content 29 Budgetfor Workforce Management 09
  • 30.
    Budget for WorkforceManagement 30 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 31.
    Table of Content 31 Softwarefor Workforce Management 10
  • 32.
    Software for WorkforceManagement 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. 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 TimeTracking 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 33.
  • 34.
    PerformanceTracking of Employees34 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. 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 $0.00 $1.00 $2.00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Cost per Contact/ Month Cost Average Very Satisfied 18% Satisfied 32% Neutral 22% Unsatisfied 14% Very Unsatisfied 14% 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 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
  • 35.
    Table of Content 35 PerEmployee Productivity Dashboard 12
  • 36.
    Per Employee ProductivityDashboard 36 The following slide displays a dashboard that covers per employee productivity, satisfaction score, avg answer speed etc. 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% Satisfaction Score 3.33 0 100 20 10 30 40 80 90 70 60 50 Overall Satisfaction with Score Total Calls 356 Avg.Answer Speed (in sec) 55.3 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 CallVolume vs Service Level 2019 Volume % of call ans/20s This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
  • 37.
    Workforce Management for CallCenter Icons Slide 37
  • 38.
    Additional Slides 38 ThankYou for Watching! Location MeetOur CreativeTeam Post it Notes Our Mission Bar GraphTemplate Venn Diagram Company Introduction 01 08 07 06 05 04 03 02
  • 39.
    Company Introduction 39 This slideis 100% editable. Adapt it to your needs and capture your audience's attention. Value Clients This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Target Audiences This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Preferred by Many This slide is 100% editable. Adapt it to your needs and capture your audience's attention. We are Creative
  • 40.
    Venn Diagram 40 YourTextHere YourText Here YourText Here YourText Here YourText Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 41.
    Bar GraphTemplate 41 70 65 40 45 25 19 30 50 010 20 30 40 50 60 70 80 FY '17 FY '18 FY '19 FY '20 Sales in Percentage(%) Product 02 Product 01 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
  • 42.
    Our Mission 42 Vision Thisslide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 43.
    Post it Notes43 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 03 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 04 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 44.
    AddYour Skill 70% AddYourSkill 80% Alex Stark Designer This slide is 100% editable. Adapt it to your needs and capture your audience's attention. AddYour Skill 60% AlissaTony Manager This slide is 100% editable. Adapt it to your needs and capture your audience's attention. AddYour Skill 90% 44 Meet Our CreativeTeam
  • 45.
    Location 45 China 10YearGrowth 10% 20% China 30% 80% Australia 10Year Growth Australia Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data” Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”
  • 46.
    ThankYou for Watching! 46 0123456789 ContactNumber # street number,city, state Address emailaddress123@gmail.com Email Address www.abc.com Website