Simon Angove, CEO GMT Corporation May 5, 2011

Transcription

1 Simon Angove, CEO GMT Corporation May 5, 2011

2 Early indicators of inefficient contact centres The objectives you should set to give yourself the best chance 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

3 Must deliver better service while controlling costs. Source: YouGov, Plc. Source: ContactBabel

4 At home agents Back office Multi-site 24 x 7 Virtual centres Work blending Chat, web, , fax Multi-skill Social media Parttime/fulltime Customer expectations IVR Mobility Staff preferences & fairness Quality management Performance management Shift bidding e-learning

5 We dramatically exceed or miss service levels Our managers carry an administrative burden managing schedules and holidays We cannot manage unexpected peaks in demand Our staff are excessively busy and stressed or underutilised and bored We don t know if staff are performing the right tasks at the right time

6 Indicative metrics for an inbound customer service centre 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 secs <15 secs Abandonment >5% 3-4% <2% Staff attrition >20% 15-20% <10% Cost per call Source: Various (GMT, ContactBabel, SWPP, PFF, ICMI)

7 Problem Low agent occupancy High cost per call Missed service levels High abandonment Excessive overtime High agent attrition High absenteeism Low agent engagement High administration Possible cause 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 Too few agents on the payroll Right number of agents but at wrong times Limited visibility to long range hiring needs Stressful, fire-fighting environment Lack of flexibility in working Perceived unfairness in scheduling Manual, time-consuming schedule creation and holiday management

8 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

9 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

10 Analyse and improve Set service level by channel Forecast volumes Measure performance Enable employee self-service Monitor adherence & exceptions Schedule staff members

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12 100 agent contact centre struggled to manage effectively with MS Excel 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.

13 Workforce management improved agent productivity and operating expenses 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.

14 Before WFM After WFM

15 Net Present Value (NPV) of over 1 million over 3 years

16 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

17 Change management Executive sponsorship Forecast accuracy Benefits measurement Continuous improvement

18 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

19 Workforce flexibility At home agents Virtual centres Quality monitoring Performance management Open WFO User process analytics Hosted solutions

20 Study to diagnose current state, identify gaps, recommend changes, and quantify benefits Data collection Site visit Discovery workshop Gap analysis Present findings

21 Headquarters Six Concourse Pkwy, Suite 3100, Atlanta GA USA Tel: Fax: GMT Europe Ltd GMT Australia Ltd Tel: Fax: Tel: Fax: