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The Case for Workforce Management
Simon Angove, CEO GMT Corporation
May 5, 2011
Workforce Optimisation Everywhere™ 2 Workforce Optimisation Everywhere™ 2
Topics
! Early indicators of inefficient contact centres
! The objectives you should set to give yourself the best chances of success
! Tangible ROI from WFM implementations
! Common pitfalls to be avoided at all costs
! Winning agents’ ‘hearts and minds’
! Best practices in driving centre efficiency
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Balancing service and expense
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Source: YouGov, Plc. Source: ContactBabel
Must deliver better service… …while controlling costs.
Workforce Optimisation Everywhere™ 4 Workforce Optimisation Everywhere™ 4
The complex modern contact centre
At home agents
24 x 7
Performance management
Shift bidding
e-Learning
Part-time/full-time
Social media
Multi-skill
Virtual centres
Work blending
Quality management
IVR
Mobility
Chat, web, email, fax
Customer expectations Multi-site
Back office Staff
preferences & fairness
Workforce Optimisation Everywhere™ 5 Workforce Optimisation Everywhere™ 5
Ask yourself these questions
We dramatically exceed or miss service levels
Our managers carry an administrative burden managing schedules
and holidays
Our staff are excessively busy and
stressed or under-utilised and bored
We don’t know if staff are performing the
right tasks at the right time
We cannot manage unexpected peaks in demand
Workforce Optimisation Everywhere™ 6 Workforce Optimisation Everywhere™ 6
Performance by the numbers Indicative metrics for an inbound customer service centre
Source: Various (GMT, ContactBabel, SWPP, PFF, ICMI)
Metric Unsatisfactory Satisfactory Best Practice
Occupancy <75% 75-80% 80-85%
Adherence <85% 85-90% >90%
AHT >6 mins 5-6 mins <5 mins
ASA >30 secs 20-30 secs <15 secs
Abandonment >5% 3-4% <2%
Staff attrition >20% 15-20% <10%
Cost per call £5 £4 £3
Workforce Optimisation Everywhere™ 7 Workforce Optimisation Everywhere™ 7
What went wrong
• Low agent occupancy • High cost per call • Missed service levels • High abandonment
• Not matching agent staffing to demand • Limited leverage of workforce flexibility • Inability to handle unexpected surges • Inability to handle unplanned exceptions • Limited visibility to schedule adherence
• Excessive overtime • Too few agents on the payroll • Right number of agents but at wrong times • Limited visibility to long range hiring needs
• High agent attrition • High absenteeism • Low agent engagement
• Stressful, fire-fighting environment • Lack of flexibility in working • Perceived unfairness in scheduling
• High administration • Manual, time-consuming schedule creation and holiday management
Problem Possible cause
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Microsoft Excel not enough
! Difficult to produce accurate volume forecasts
! Can’t support skills-based blended environments
! Hard to introduce more flexible working practices
! Manual and time-consuming process ! No advanced capabilities such as real-time
adherence, what if analysis, or self-service
Workforce Optimisation Everywhere™ 9 9
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 better customer service at lower cost
Workforce Optimisation Everywhere™ 10 10
Essential workforce management
Set service level by channel
Forecast volumes
Schedule staff members
Monitor adherence
& exceptions
Enable employee
self-service
Measure performance
Analyse and improve
Workforce Optimisation Everywhere™ 11 11
Building the business case
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Example – current situation
Operating Lever Before
Agent productivity
Agent occupancy 75%
Schedule adherence 78%
Operating expenses
Over-time expenses 75 hrs/wk
Schedule administration 50 hrs/wk
Agent attrition 10% p.a.
100 agent contact centre struggled to manage effectively with MS Excel …
Workforce Optimisation Everywhere™ 13 Workforce Optimisation Everywhere™ 13
Example – improved situation
Operating Lever Before Improved Now
Agent productivity
Agent occupancy 75% 30% 82.5%
Schedule adherence 78% 50% 89%
Operating expenses
Over-time expenses 75 hrs/wk 50% 37.5 hrs/wk
Schedule administration 50 hrs/wk 50% 25 hrs/wk
Agent attrition 10% p.a. 20% 8% p.a.
Workforce management improved agent productivity and operating expenses
Workforce Optimisation Everywhere™ 14 Workforce Optimisation Everywhere™ 14
Improvement in agent productivity
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Before WFM After WFM
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Payback in less than 6 months
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Net Present Value (NPV) of over £1 million over 3 years
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Novacroft case study
! 23% reduction in staff costs ! Over 25% increase in agent utilisation ! Employee satisfaction consistently > 98%
" Tangible improvements in morale and motivation
! Excellent feedback from agents with 100% acceptance
! Improved revenues ! Hitting target service levels within a tightly
defined budget
Workforce Optimisation Everywhere™ 17 17
How to avoid the pitfalls
Change management
Executive sponsorship
Forecast accuracy
Benefits measurement
Continuous improvement
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What’s in it for me?
Agents • Fairer schedules • Visibility to performance • Easily swap shifts • More working flexibility • Less stressful environment
Supervisors • Accurate plans help meet goals • Reduce administration time • Better handle work exceptions • Less intra-day fire-fighting • Better view of agent performance
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Trends and best practices
! Workforce flexibility ! At home agents ! Virtual centres ! Quality monitoring ! Performance management ! “Open WFO” ! User process analytics ! Hosted solutions
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GMT Value Discovery
Data collection
Site visit
Discovery workshop
Gap analysis
Present findings
Study to diagnose current state, identify gaps, recommend changes, and quantify benefits
Workforce Optimisation Everywhere™ 21 21
GMT Corporation
GMT Europe Ltd Trigate House 210-222 Hagley Road West Birmingham B68 0NP United Kingdom Tel: +44(0)845 080 0350 Fax: +44(0)121 222 5101
Headquarters Six Concourse Pkwy, Suite 3100, Atlanta GA 30328 USA Tel: +1.770.416.6000 Fax: +1.770.734.9000
GMT Australia Ltd St Kilda Road Towers, Suite 230, 1 Queens Road, Melbourne VIC 3004 Australia Tel: +61(0)3 8844 2000 Fax: +61(0)3 8844 2001
www.gmt.com