Transcript A step by step approach to customer service driven

International Investment Conference
Pakistan
Copyright Teleopti AB
Two questions from yesterday
• Can you maintain or reach a service level and
optimize costs?
– Babar B. Jhumbra
• I am concerned about attrition rates, shifts
and women in call centers?
– Ms Jehan Ara
Why
• If you cannot measure IT, you
cannot manage it, either!
• What gets manage, gets done!
• Facts generates acts!
Why
• 80 % of Contact Center costs are manpower costs.
• When your technology works, as it does with 3Dnetworks, its all
about having enough people at the phones when customers
call.
• You can optimize staffing between 5 – 15%, just by optimizing
luncheons and breaks, and in many cases even more; and that
is the difference between profit and loss in a competetive
business, like this.
• You can optimize several skills, channels and optimize front and
back-office
• And, it the agents also can work according to their preferences,
they stay longer, and don´t leave!
• That makes the pay-back witin one year even more attractive
Non-optimized staffing
Too high costs!
Too high costs!
Loss of revenues
Manpower costs 80 %
IT costs and other costs 20 %
Optimized staffing!
Profit!
Manpower costs 80 %
IT costs and other costs 20 %
Teleopti AB
 300+ customers that IMPROVE and enable
further growth
 Over 95 % of Teleopti customers are willing to
recommend Teleopti to others customers
 3Dnetworks is our reseller in India/Asia
 Teleopti AB is the largest European WFM
company with 60 employees and seven
offices in Europe and one in New Delhi.
 Founded in 1992. Profitable from year one!
Teleopti Executive Board
Teleopti CCC
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Customers range from 1 to 50 virtual sites
Customers range from 20 to 4 000 agents
Teleopti market share is 80% in Scandinavia
Approx 15-20% across Europe
First installations in India, Chile
Next Target Market – Pakistan
Why? Overstaffing can be over 30 % of the
total payroll costs!
Manage. Involve. Improve.
Why? Customers and competition decides
required service levels
Understaffing results
in abandoned calls
and lost business
Manage. Involve. Improve.
Why? Teleopti CCC can test 1000nds of
combinations and match your need
Manage. Involve. Improve.
What is Workforce Management?
 WFM is an operating
philosophy and a
business culture, not
a box that sits on your
desk.
 It is a process – Not a
Product
 Every contact center
practices WFM to
varying degrees of
success, some have a
tool to help them.
Workforce Management is a balance act
• Long term (strategic)
• Short term (operational)
Customer
satisfaction
• Teleopti Contact Center Coach
supports all aspects of WFM
Profitability
Employee
satisfaction
• The Key MANTRA
The right person
At the right place
At the right time
Manage. Involve. Improve.
A balanced approach to support your business
HR
Customers
Customer
satisfaction
Profitability
Employee
satisfaction
Information
Regulators
Manage. Involve. Improve.
Agents
Management
Owners
Teleopti CCC – Key Elements for WFM
Elements of Teleopti CCC WFM
 Forecasting
All activities
 Agent Administration
Manage agent work rules and skills
 Manage Shift Policies
For Agents
 Agent Preferences
 Automated and optimized scheduling
 Real time Adherence versus schedules
 Performance management in reports
 Agents, Team-leaders, Managers, HR
Teleopti CCC - Overview
Forecast all activities
Manage agent work
rules and skills
Monitor and improve
Manage shift policies
Optimise schedule –
balance all needs
Customer
sa tisfa ction
Agent preferences
Profita bility
Employee
sa tisfa ction
Information
Communicate with and involve
agents
More accurate forecasting
 It is a tool used for forecasting number of agents
needed to achieve service level
 Best available picture for future
 It is based on historical data – from CTI/ACD to
Teleopti DB
 No limits in the timeframe for your forecasts
 Manage parallel forecasts similar to your agent skills
 Manages typical days (Mo – Su)
 Manages non-typical typical days (holidays, day after
advertising, strikes, etc)
 Staffing forecast is calculated based on call volumes,
HT, service levels
Optimised Scheduling
 Allows for many possible combinations of schedules
where manual alternative allows typically a handful
 Balance between phone and other activities
(meeting, back office, training, etc) is optimised
 Break and lunch optimised placement
 Enables agents to interact through Web Portal
 Ensures fairness between agents
 Agent involvement due to agent preferences on web
portal
 Automates the compliance with local work time
legislations.
Automation of schedule management
 Seamless integration with ACD for historical data
 Creates optimal schedules in 1/1000th the time
 Less shift changes since agent preferences is a vital
input to the system
 One centralised database for historical data,
forecasts and schedules.
 Daily decisions are made on accurate information
 No more manual reporting. Information is available
on the Web Portal.
Intra-day Management
 How can we handle the impact of the individuals
who calls in sick?
 Can we move agents from inbound to revenue
positive outbound sales after lunch?
 Can 2 agents leave earlier today?
 Can the X team have an extra meeting at 2:00Pm
 Is our forecast high? low?
 Are our agents working according to schedules?
Adherence – Real Time
 Adherence – Ability to compare forecasts with reality
 Sophisticated Scheduling and monitoring is not worth
with out improvements
 Teleopti RTA alerts managers of deviations from
expected activity
What if analysis
 Ability to determine the impact of a variety of
different variables.
 Can we take more calls with present staff?
 What if we had more flexible work shifts?
 What if we added more part time staff?
 When should we use part time employees?
 What if we changed lunches from 60 to 45
minutes?
The distributed real time tools in
Teleopti Contact Center Coach
Early Warning /
Web Scheduler
Real Time Adherence
- schedule changes
- identfy need
of changes
Agent Schedule Messenger
- notify agents
Performance reporting
- historical adherence
- calls handled
Involve your organisation
- Agent Web Portal
• Schedule
• Preferences
• Schedule change requests
• Self assessment
• Always part of base package
Manage. Involve. Improve.
Evolution – not revolution
Individual schedules and
Preferences for part of
organisation
Vary shift start and shift
end slightly within teams
Optimise off-phone
activities
Break and lunch
optimisation
Exactly same schedule
as today, in Teleopti
CCC
Time
Step by step towards flexible scheduling
• Simulate effects of different
policies
• Implement for all/parts of
organisation
• Get buy in from agents
Balancing business needs with agent
work time preferences
• Everybody gets all preferences fulfilled
• No preferences – fair distribution of unwanted shifts
• Optimise schedule by disregarding some preferences
Result when agents
have entered too many
”morning” preferences
By violating preferences,
some shifts are moved to
meet the customer
demand
Case Study – Flexible WFM
A case where Teleopti
replaced another
system and introduced
flexible scheduling
• 51 FTE
– 20 week rotations
• Smoothness: 90,4%
– Fluctuating service levels
• 38 FTE to cover same need
– Flexible start times
– Fixed shift lengths
• Smoothness: 99%
– Correct service level
Examples of customer results
Selected references
The Bottom Line!
 Employee costs account for 60% - 70% of over all
expenditure in most of CC, we optimize 5 – 25 %!
 Increase in morale of agents; less attrition, in many
cases by 30% of attrition, reducing the cost of new
agent training and improving the quality of service!
 Small administration; one planner per 250 agents!
 Excellent ROI – breakeven between 6 -12 Months
Thanks!
For further queries please contact
Eveready Communications (Pvt.) Ltd.
4th Floor, Eveready Chambers, I.I.
Chundrigar Road, Karachi (Pakistan)
Tel: +92-21-2634817-18-20
E-mail: [email protected]