WorkforceManagement

EngagingwithWorkforceManagementCustomersMadeEasyin3ActionPoints

ActionPoint1:HelpyourcustomerunderstandthatWFMshouldbethefirstCallCentreelementimplementedandnotthelast.

WFMcorecomponentsare:Planning,SchedulingandAdherence,plussomeadvancedoptions.Planningshouldobviouslystartbeforeeverythingelse.ThesooneryoustartcollectingCallCentredataforWFMthebettertheresults.YouevengiveyourcustomersthePlanningmoduleatpre-orderstagefreeofcharge.

Since75%ofacallcenter’scostsarerelatedtostaffing,workforcemanagementisessential

Staffcosts

ITcostsLookatthecost

distributioninacallcenter

SAMEWORKLOADBUT25%LESSNEEDOFRESOURCES

▪ 62 Agents scheduled with Teleopti CCC cover the same need :▪ Variable shift start ▪ Variable shift lengths ▪ Break optimization▪ Consistent Service Level

ActionPoint2:HelpyourcustomerunderstandthatWFMsavescostwhileimprovingservicelevels,bymatchingagentshiftstocallvolumesmoreaccurately.

Before After

▪ 81 Agents ▪ 12 week rotation ▪ No flexibility ▪ Fluctuating Service Levels

Thebluebarchartsrepresenttheexpectedcallvolumesthroughouttheday,whiletheredlinerepresentsavailableagents

ActionPoint3:WFMROIisaneasy“backoftheenvelope”calculation.

Monthly salary of an agent (example $800)

Loaded monthly total cost per agent (inc. recruiting, training, HR, office IT) (example $1,600)

Annual cost to the business per agent ($1600 X 12) (example $19,200)

200 agent Call Centre annual agent cost ($19,200 X 200) (example $3.84M)

% saving in agents (usually between 7 & 14%, let’s use 10%) (example $384K)

Add in annual cost saving of one full time scheduler (example $30K)

Total Quantifiable annual savings (example $414K)

Typical ROI in < 6 Months

AdditionalBusinessbenefitsinclude:ImprovedServicelevels,CustomerSatisfaction,Agentretention,Sales,Collections,etc.etc.

WorkforceManagement

NowyouhaveengagedYourCustomerwiththeWFMheadlinesThereisplentyofreadilyavailable,professionalassistanceforYou…...............

FirstcontactMeinMENA,orYourlocalZOOMSalesDirectorWecancertainlymakeCustomerpresentationsforYouThenwehaveWFMspecialist,Sales/Pre-Salesand Technicalexpertsavailable.

EngagingwithWorkforceManagementCustomersMadeEasy!

PaulBuchanan+971504434881(whatsApp)Paul@bpmme.comSkype:PaulABuchanan