Copyright Teleopti AB International Investment Conference Pakistan

Copyright Teleopti AB

International Investment Conference

Pakistan

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

IT costs and other costs 20 %

Manpower costs 80 %

Loss of revenues

Too high costs! Too high costs!

Optimized staffing!

IT costs and other costs 20 %

Manpower costs 80 %

Profit!

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

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

CustomersatisfactionCustomer

satisfactionCustomer

satisfaction

ProfitabilityEmployee

satisfaction

• Long term (strategic) • Short term (operational)

• Teleopti Contact Center Coach supports all aspects of WFM

• The Key MANTRA

The right person At the right place At the right time

Manage. Involve. Improve.

A balanced approach to support your business

Customersatisfactio

n

Profitability

Employeesatisfactio

n

Information

HR

Customers

Regulators

Agents

Owners

Management

Manage. Involve. Improve.

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

Manage shift policies

Optimise schedule – balance all needs

Monitor and improve

Communicate with and involve agents

Agent preferences

CustomersatisfactionCustomer

satisfactionCustomer

satisfaction

ProfitabilityEmployee

satisfaction

Information

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

Web Scheduler- schedule changes

Agent Schedule Messenger- notify agents

Early Warning / Real Time Adherence

- identfy need of changes

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

Exactly same schedule as today, in Teleopti

CCC

Break and lunch optimisation

Vary shift start and shift end slightly within teams

Individual schedules and Preferences for part of

organisation

Time

Optimise off-phone activities

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

Optimise Schedule

Case Study – Flexible WFM

• 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

A case where Teleopti replaced another

system and introduced flexible scheduling

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: eveready@cyber.net.pk