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Workforce Management PowerPoint Presentation Slides

The document details a comprehensive workforce management strategy aimed at improving employee productivity, customer satisfaction, and reducing operational costs. It outlines processes for analyzing current workforce characteristics, forecasting future needs, scheduling shifts, and measuring employee performance using various metrics. Additionally, it includes training programs and budgets related to workforce management software and expected outcomes of the workforce management plan.

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Introduction to the presentation on Workforce Management tailored for a specific company.

Goals include improving productivity, labor planning, operational costs, and attendance tracking.

Breakdown of topics covered in the presentation regarding workforce management processes.

Identifies goals like productivity improvement, customer service enhancement, and cost reduction.

Overview of workforce management, including goal setting, workforce analysis, and performance tracking.

Analyzing workforce demographics including gender, age, and department distribution.

Metrics on average incoming calls, occupancy rates, and first response times with key takeaways.

Forecasting workforce characteristics and customer satisfaction data collection methods.

Analysis to identify current vs. desired workforce skill levels and necessary training.

Strategies for shift scheduling, training programs, and hiring initiatives based on workforce analysis.

KPIs for measuring productivity, expected results from management, and associated budgeting.

Final slides with company information, team introduction, and a thank you message.

Column chart displaying sales percentages over fiscal years to highlight company growth.

Introduction of team members with designations for audience engagement.

Displays contact details and a thank you note inviting further engagement.

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WORKFORCE MANAGEMENT Yo u r C o m p a n y N a m e
Agenda of Workforce Management 2 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Improve employee productivity Improve organization labor planning Lower organization operational cost Attendance tracking Add Text Here
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
4 Objective of Effective Workforce Management Process of Workforce Management This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 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 › Add Text Here › Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 › Add Text Here Schedule workforce › Deploy employees and resources accordingly to achieve various organizational goal › Add Text Here Set desired service level goals › Set desired goals that are to be achieved through effective workforce management › Add Text Here Forecast expected goals › Use various forecasting methods and metrices to analyze the current workforce working scenario › Add Text Here 1 2 4 3 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
7 › Characteristics of Current Workforce › Current Work Status Analyzing Current Workforce This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 8.23.2 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”.
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 › Add Text Here › Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
11 › Desired Characteristic of Workforce › Forecasting for Workforce Management › How to Collect Customer Satisfaction Data › Customer Satisfaction Dashboard Workforce Forecasting This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 % › Add Text Here › Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 %RequestAnswered Requests Requests Answered Calls 0% 10% 20% 30% 2015 2016 2017 2018 2019 2020 0M 30M 60M 90M %RequestAnswered 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 Workforce Gap Analysis This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
18 › Scheduling the Workforce Shifts › Training Required for Marketing Strategies › Training Schedule › Employee Hiring Program Bridging the Gap This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 › 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) 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
24 › Measuring Productivity and Employee Performance › Expected Results › Budget for Workforce Management › Software for Workforce Management › Performance Tracking of Employees › Per Employee Productivity Dashboard This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 › Add Text Here › Add Text Here › Add Text Here › Add Text Here › Add Text Here › Add Text Here › Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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 FCR 23s Compared to 17s in 2018 Average speed of answer ASA 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% 0 100,000 200,000 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 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
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”.
Additional Slides 31
Venn 32 04 07 05 08 06 09 01 03 02 10 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here
About Our Company 33 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. Preferred by Many 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. We are Creative
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 SalesinPercentage(%) This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product01 Product02
Meet Our Team 35 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation
Thank You for Watching! 36 # street number, city, state Address www.abc.com website emailaddress123@gmail.com Email Address 0123456789 Contact Number

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Workforce Management PowerPoint Presentation Slides

  • 1.
    WORKFORCE MANAGEMENT Yo u rC o m p a n y N a m e
  • 2.
    Agenda of WorkforceManagement 2 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Improve employee productivity Improve organization labor planning Lower organization operational cost Attendance tracking Add Text Here
  • 3.
    Table of Contents 3 Objectiveof 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 4.
    4 Objective of EffectiveWorkforce Management Process of Workforce Management This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 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. 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 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 › Add Text Here › Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 6.
    Process of WorkforceManagement 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 › Add Text Here Schedule workforce › Deploy employees and resources accordingly to achieve various organizational goal › Add Text Here Set desired service level goals › Set desired goals that are to be achieved through effective workforce management › Add Text Here Forecast expected goals › Use various forecasting methods and metrices to analyze the current workforce working scenario › Add Text Here 1 2 4 3 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 7.
    7 › Characteristics ofCurrent Workforce › Current Work Status Analyzing Current Workforce This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 8.
    Characteristics of CurrentWorkforce (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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 9.
    Characteristics of CurrentWorkforce (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 8.23.2 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 Thepurpose 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 › Add Text Here › Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 11.
    11 › Desired Characteristicof Workforce › Forecasting for Workforce Management › How to Collect Customer Satisfaction Data › Customer Satisfaction Dashboard Workforce Forecasting This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 12.
    Desired Characteristic ofWorkforce 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 13.
    Forecasting for WorkforceManagement 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 % › Add Text Here › Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 14.
    How to CollectCustomer 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 15.
    Customer Satisfaction Dashboard 15 Thefollowing 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 %RequestAnswered Requests Requests Answered Calls 0% 10% 20% 30% 2015 2016 2017 2018 2019 2020 0M 30M 60M 90M %RequestAnswered 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 Thisslide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 17.
    Workforce Gap Analysis 17 Thepurpose 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.
  • 18.
    18 › Scheduling theWorkforce Shifts › Training Required for Marketing Strategies › Training Schedule › Employee Hiring Program Bridging the Gap This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 19.
    Scheduling the WorkforceShifts 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 20.
    Training Required forWorkforce 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 › Add Text Here › Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 21.
    Training Schedule (1/2) 21 Thefollowing 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 22.
    Training Schedule (2/2) 22 Thefollowing 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 23.
    Employee Hiring Program 23 Thefollowing 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 24.
    24 › Measuring Productivityand Employee Performance › Expected Results › Budget for Workforce Management › Software for Workforce Management › Performance Tracking of Employees › Per Employee Productivity Dashboard This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 25.
    Measuring Productivity andEmployee 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 26.
    Expected Results 26 The followingslide 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 › Add Text Here › Add Text Here › Add Text Here › Add Text Here › Add Text Here › Add Text Here › Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 27.
    Budget for WorkforceManagement 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 28.
    Software for WorkforceManagement 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 29.
    Performance Tracking ofEmployees 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 FCR 23s Compared to 17s in 2018 Average speed of answer ASA 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% 0 100,000 200,000 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 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 ProductivityDashboard 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”.
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    Venn 32 04 07 05 08 06 09 01 03 02 10 This slide is100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here
  • 33.
    About Our Company 33 Thisslide 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. Preferred by Many 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. 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 '13FY '17 FY '18 FY '19 FY '20 SalesinPercentage(%) This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product01 Product02
  • 35.
    Meet Our Team 35 Thisslide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation
  • 36.
    Thank You forWatching! 36 # street number, city, state Address www.abc.com website emailaddress123@gmail.com Email Address 0123456789 Contact Number