You Want Me to Do What?!?Using CenterBridge to Solve “What If’s”

02 . 06 . 2012

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Agenda

Introducing the Presenter

About TD Bank

Basic “What If’s”

Campaign Forecasting

Complex “What If’s”

Key Learning's

Q&A

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How TD Bank uses CenterBridge to sell change and impact business decisions by solving for a number of “What If’s” from basic to complex

scenarios…..

JD Power: #1 ranking in customer satisfaction for “live phone”

2006 2007 2008 2009 2010 2011

Synovate: Telephone Banking Excellence

Service Quality Measurement:

TDB Highest Customer Satisfaction in Banking TDCT Highest IVR Customer Satisfaction

Service Quality Measurement:

TDB Highest Customer Satisfaction in Banking TDCT Highest IVR Customer Satisfaction

Service Quality Measurement

TDB Highest Customer Satisfaction in Banking

TDCT Highest IVR Customer Satisfaction

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Born and raised in Montreal, Canada

Lived in London Ontario for the past 18 years

BA in Economics from the University of Western

Ontario

Worked for TD Bank for 12 years in various roles supporting Inbound &

Outbound calls

WFM for 5 years

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TD Vision & StrategyA simple vision -- to be the better bank."Our vision is to be the better bank. That means being better than anyone else wherever we choose to compete and better every day than we were the day before”

Ed Clark, President and CEO                  

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WFM Organizational Chart

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Who Does Our WFM Team Support….12 Different Business Lines

30 Call Centres, 10 Sites

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Basic What If’s How TD Bank has answered basic “What If’s” using CenterBridge

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How many more FTE do we need to open the business on Sunday?

Determined Sunday Call Volumes and added to weekly volumes

Used Staff Planner in CenterBridge to determine additional FTE required to maintain service level

Gave options of different FTE impact

Staffing Model

**Note: Service Levels are for illustrated purposes only

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How Could SL Improve if Absenteeism Decreased?

Looked at site absenteeism trending

Used achievable absenteeism rates

Included decreased AHT options **Note: Service Levels are for illustrated purposes only

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AHT Trending Options and Impacts

Quarterly Review brought forward different AHT options and impacts for business leaders

Business agreed on direction of AHT

**Note: Service Levels are for illustrated purposes only

FTE Versus Service Level

CenterBridge chart found in the Analysis Tool

Great way to easily display impact on service level of removing FTE

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**Note: Service Levels are for illustrated purposes only

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Additional Basic What If’s

Small Groups within larger business

– Forecasting for language and specialty skills

– BayBridge aided in building options

Desk/Seat Capacity Forecast

– Figure out Desk Ratio

– Add desk ratio and CenterBridge does it for you

Full Site off for Meeting

– Looked to take full site offline for a 2 hr meeting

– Able to display impact of service level for month

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Campaign Forecasting What If’sHow TD Bank used CenterBridge to Forecast Campaign Impacts

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Campaign Forecasting

Market /Product changes that generate calls

Use the CenterBridge forecasting model to complete analysis and staff planner

Provide different Service Level and FTE options typically on 3 scenarios

Easy to see other line of business service levels

– Remove FTE from that business and provide impact to support staffing options

– Remaining FTE to be used more effectively

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Complex What If’sHow TD Bank used CenterBridge to solve for complex “What If’s”

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Complex Site Analysis

Addition of 2 New Sites

– Numerous scenarios

– Different start dates – what that did to various site hires

– Decreased Staffing in other sites through natural attrition

– Calls answered/FTE

– Worked in conjunction with Finance Partners to run scenarios with cost impacts

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Manage to FTE Targets

FTE planning

– FTE targets for the fiscal year

– Running CenterBridge to meet the annual target while balancing customer, employee and the shareholder

– Setting realistic Business expectations

– Focus on alterative to filling gap without FTE

– Be Different to Make a Difference

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Closing The FTE Gap

Needed 18 additional FTE to keep service level at current levels for a campaign

Looked at 4 Scenarios using CenterBridge

– Move 18 FTE over from Outbound Marketing Centre and reduce number of marketing campaigns called

– Reduce AHT and decrease Inbound marketing campaigns

– Hire 18, reduce 3 inbound campaigns, deliver current AHT and reduce inbound hires remainder of year

– Hire 10, reduce 1 campaign, deliver current AHT levels, reduce Outbound FTE remainder of year

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Looking Ahead

Financials

– Relationship of AHT to Profit

– What is the right Service Level balancing sales, profit, customer and employee experience

Outbound Planning for Marketing and Product Partners

– Blended Agents

– What If’s on Outbound

Social Networking and Email Team

…TO BE THE BETTER BANK

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QUESTIONS?