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WFM Fundamentals

This document discusses the importance and key features of workforce management (WFM) systems. It outlines limitations of manual forecasting, staffing, and scheduling methods. WFM systems address these issues by providing accurate forecasting, optimized scheduling to meet service level goals while minimizing costs, and real-time visibility into contact center performance. The document also explains how WFM systems help reduce missed service levels, costs, agent dissatisfaction, and lack of visibility - key problems for contact centers.

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Amol Chavan
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Download as PPT, PDF, TXT or read online on Scribd
74 views

WFM Fundamentals

This document discusses the importance and key features of workforce management (WFM) systems. It outlines limitations of manual forecasting, staffing, and scheduling methods. WFM systems address these issues by providing accurate forecasting, optimized scheduling to meet service level goals while minimizing costs, and real-time visibility into contact center performance. The document also explains how WFM systems help reduce missed service levels, costs, agent dissatisfaction, and lack of visibility - key problems for contact centers.

Uploaded by

Amol Chavan
Copyright
© © All Rights Reserved
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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WFM Fundamentals

Jose Penaredondo | Presales Strategic Alliances APAC


Limitations of Manual Methods
■ Forecasting
● Difficult to Acquire Data
● Hard to Spot Trends
● Tedious & Time-Consuming
■ Staffing
● Difficult to Analyze Tradeoffs
● Time-Consuming to Perform Multiple Calculations
● Difficult to Meet Complex Work Rules
■ Scheduling
● Skill based scheduling - difficult to analyze all possible options
● Results in Over/Understaffing
● Hard to Meet Desires of Staff
■ Reporting and Analysis
● Difficult to get historical and real-time insight into the activities of
the contact center
Why WFM is so important?
Avg Talk --180 Sec Avg After-Call Work--30 Sec
250 Calls in 30 Minutes 20 Seconds--Service Level Goal
Prob Avg Delay Svc Agt Trnk
Reps Delay ASA Delayed Lvl Occ Load
30 82.8% 208.7 252.0 23.5% 97% 54.0
31 65.2% 74.7 114.5 45.2% 94% 35.4
32 50.7% 37.6 74.1 61.3% 91% 30.2
33 38.8% 21.3 54.8 73.0% 88% 28.0
34 29.3% 12.7 43.4 81.5% 86% 26.8
35 21.8% 7.8 36.0 87.5% 83% 26.1
36 15.9% 4.9 30.7 91.7% 81% 25.7
37 11.4% 3.1 26.8 94.6% 79% 25.4
38 8.1% 1.9 23.8 96.5% 77% 25.3
39 5.6% 1.2 21.4 97.8% 75% 25.2
40 3.8% 0.7 19.4 98.6% 73% 25.1
41 2.6% 0.3 16.4 99.5% 69% 25.0
Why WFM is so important?
Avg Talk --180 Sec Avg After-Call Work--30 Sec
250 Calls in 30 Minutes 20 Seconds--Service Level Goal
Prob Avg Delay Svc Agt Trnk
Reps Delay ASA Delayed Lvl Occ Load
30 82.8% 208.7 252.0 23.5% 97% 54.0
31 65.2% 74.7 114.5 45.2% 94% 35.4
32 50.7% 37.6 74.1 61.3% 91% 30.2
33 38.8% 21.3 54.8 73.0% 88% 28.0
34 29.3% 12.7 43.4 81.5% 86% 26.8
35 21.8% 7.8 36.0 87.5% 83% 26.1
36 15.9% 4.9 30.7 91.7% 81% 25.7
37 11.4% 3.1 26.8 94.6% 79% 25.4
38 8.1% 1.9 23.8 96.5% 77% 25.3
39 5.6% 1.2 21.4 97.8% 75% 25.2
40 3.8% 0.7 19.4 98.6% 73% 25.1
41 2.6% 0.3 16.4 99.5% 69% 25.0
Normal fixed shifts not optimal
Calls

Service Level = Low


Idle Time = High
Over
Staffed

8:00 18:00
Optimized Schedules
Calls

Maintain Service Level


Minimize Idle Time
Optimized
Schedule

8:00 18:00
Why is WFM so Important?
Other
 60-70% of operating 20%

expense is personnel
Telecom
related 10%
People
70%

 Overstaffed?  Understaffed?
– Labor costs – Attrition
– Productivity – Service/Revenue
WFM Defined

“The art of having the right


number of skilled people and
supporting resources in place at
the right times to handle an
accurately forecasted workload
at service level and with quality.”
Forecasting

■ Forecast for different


media and skills

■ Select, combine
weight and alter
(scale) contact
volume, from any
week, to predict future
contact behavior
Forecasting

■ Model
patterns for
specific
events:
public
holidays,
renewal
cycles
Forecasting

■ Forecast for all


customer contact:
inbound and
outbound phone
calls, e-mail and
letters
■ Historical data as
the basis to predict
future contact
behavior
■ Forecast shrinkage
■ Model patterns for
specific events:
public holidays,
renewal cycles
Optimized Schedule
■ Unique skills and
proficiency
algorithm to deliver
accurate
schedules
■ Automatic or
manual
assignment of shift
patterns
■ Predicted service
level and cost
Scheduling

Intuitive
IntuitiveSlider
SliderBars
Barsto
to
easily select and
easily select and
balance
balancedifferent
different
scheduling
schedulingparameters
parameters
Optimized Schedule

■ Unique skills
algorithm to deliver
accurate
schedules
■ Automatic or
manual
assignment of shift
patterns
■ Predicted service
level and cost
■ Gap analysis
Configurable Alerts

1. Organizational Alerts
• Schedule change
• Request change status
• Out of adherence
• Serialized bid notification
2. Campaign Alerts
• Actual Service Level or
ASA variation from Goal
• Actual data versus
forecast - Abandons, AHT,
ASA, Backlog, CV,
Occupancy, SL, Staffing
Bodies and FTEs
• Actual data versus
defined range
3. System Alerts
Gain Real-time Visibility

Monitor the ‘Pulse’ of the Contact


Center
■ Spot and
respond to
events in real-
time
■ Track and
compare actual,
forecasted and
required
statistics
■ View intra-day
trends and
historical data
Agent Adherence

■ Ensure agents are performing the right tasks, at the


right time
■ Manage exceptions pragmatically
■ Accurately measure shrinkage
Agent Interaction Tools

■ View personal and


team schedules
■ Swap shifts
■ Request time off
Agent Interaction Tools

■ View personal
and team
schedules
■ Swap shifts
■ Request time off
Agent Interaction Tools

■ View personal and


team schedules
■ Swap shifts
■ Request time off
Key Problems Addressed by WFM
Key Areas of Impact

1) Missed Service Levels Customer Sat


Revenue

2) High costs to service customers Cost

3) Low agent satisfaction Cost


Customer Sat

4) Lack visibility into center’s performance Customer Sat


Revenue
1) Missed Service Levels

Features that address missed service levels


(or Unable to match Workforce to Workload)
1.1) Forecasting Accuracy
a) Forecasting Flexibility
b) Forecast Profiles
c) Shrinkage by the hour
1.2) Intraday Management
1.3) Configurable Alerts
1.4) Schedule with Quality Scores
2) High Costs to Service

Features that address high costs to service customers


2.1) Optimized Schedules
a) Schedule Single or Multi sites
2.2) Proficiency-based Scheduling
2.3) Adherence Management
3) Low Agent Satisfaction

3) Features that address low agent satisfaction and / or


high agent turnover
3.1) Agent Preferences
3.2) Unified Agent Interface
a) Automate agent related processes
3.3) Shift Bidding
3.4) Optimal scheduling of learning

“For every 1% increase in agent satisfaction,


customer satisfaction increases 0.53%”
- Gartner
4) Lack Visibility Into Center’s
Performance

4) Features that address lack of visibility into center’s


performance
4.1) Web-based Pulse
4.2) Comprehensive Reports
4.3) Scorecards

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