building the case for wfm 100908
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Simon Angove, CEO Traci Moxson, Solution Consultant October 9, 2008 Workforce Optimization Everywhere™ Challenges in current environment Role of workforce management Building the business case Case study: customer example GMT Planet demonstration Why GMT « » Workforce Optimization Everywhere™ 2 of 13 Investing in customer experience is critical… « » Source: Contact Centre Satisfaction Index Workforce Optimization Everywhere™ 3 of 13TRANSCRIPT
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Workforce Optimization Everywhere™
The Case for Workforce ManagementSimon Angove, CEO
Traci Moxson, Solution Consultant
October 9, 2008
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Agenda
Challenges in current environment Role of workforce management Building the business case Case study: customer example GMT Planet demonstration Why GMT
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Contact Centre ChallengeInvesting in customer experience is critical…
…while controlling operating expenses
Source: Contact Centre Satisfaction Index
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Manual Workforce PlanningMS Excel is the WFM tool of choice for most centers
Source: Saddletree Research
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High Operating Costs Over- and under- staffing due to
mismatching calls and agent Missed service levels and high
call abandonment Excessive overtime expense Limited real-time visibility of
agent performance and accountability High agent attrition due to poor work/life balance Manual time-consuming schedule administration
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Role of Workforce Management
Put the right people with the right skills in the right place at the right time performing the right tasks to deliver the right results
Delivering a better customer experience at the lowest cost of labor
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GMT Planet®
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Building the WFM Case
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Example – Current Situation
Operating Lever BeforeAgent productivityAgent idle time 20%/daySchedule adherence 7 mins/hrAverage handling time (AHT)
1500 secs
Operating expensesOver-time expenses 75 hrs/wkSchedule administration 50 hrs/wkAgent attrition 8% p.a.
70 agent contact center struggled to manage effectively with MS Excel …
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Example – Improvements
Operating Lever Before Improved
Now
Agent productivityAgent idle time 20%/day 30% 14%/daySchedule adherence 7 mins/hr 30% 4.9
mins/hrAverage handling time (AHT)
1500 secs 5% 1425 secs
Operating expensesOver-time expenses 75 hrs/wk 50% 37.5
hrs/wkSchedule administration 50 hrs/wk 50% 25 hrs/wkAgent attrition 8% p.a. 10% 7.2% p.a.
… GMT Planet enabled key workforce operations improvements …
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Example – Payback <6 Months
… Creating $250,000 in net benefit over 5 years
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GMT Customer Results
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GMT Planet® Demonstration
Employee Center Forecasting wizard Schedule command center Staffing planning Adherence Mission Control
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The WFM Industry Leader
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Workforce Optimization Everywhere™ www.gmt.com
GMT Worldwide
2831 Peterson PlaceNorcross, GA 30071 USA Tel: +1.770.416.6000 Fax: +1.770.734.9000
GMT Australia LtdSt Kilda Road Towers,Suite 230, 1 Queens Road,Melbourne VIC 3004Australia
Tel: +61(0)3 8844 2010Fax: +61(0)3 8844 2001
GMT India LtdEast India Chambers, 2/FNo.7 Valluvarkottam High RdChennai, 600034India
Tel: +91 44 4392 0000Fax: +91 44 4392 0123
GMT Europe LtdTrigate210-222 Hagley Road WestBirmingham B68 0NPUnited Kingdom
Tel: +44(0)845 080 0350Fax: +44(0)121 222 5101
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Straw Poll #1
How large is your contact center?A. <50 agentsB. 51-250 agentsC. 250-1000 agentsD. >1000 agents
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Straw Poll #2
My greatest operational challenge is?A. Improve service level performanceB. Reduce over-staffing and overtime
expenseC. Improve agent productivity and
accountabilityD. Reduce time-consuming administration
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Straw Poll #3
Today’s webinar experience was?A. Below expectationsB. Met expectationsC. Exceeded expectationsD. Sign me up!!