Teleopti Workforce Management with a human touch

Improve today. Optimise tomorrow

Workforce Management – with a human touchNECCF – Vendor Expo, June 7, 2011

Magnus Geverts, President, Teleopti Inc

Copyright Teleopti


Agenda

• Employee motivation – why does it matter?

• Case studies– Adherence metrics and agent empowerment tools to drive

performance

– Using WFM to plan more structured coaching

• Example of system support available to empower agents

• One slide about Teleopti

• Questions– feel free to ask questions at any time. We will also have time for that

in the end of the presentation.

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Why is motivation important?

• Research show that motivated employees are more productive and creative

• Performance is a function of:

– ability

– motivation

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You can take a horse to the water, but you cannot force it to drink; it will drink only if it is thirsty.


Reasons Why People Change Jobs

• It doesn't feel good around here

• They wouldn't miss me if I were gone

• I don't get the support I need to get my job done

• There's no opportunity for advancement

Compensation is the last reason most people leave


Drivers for Motivation

• Get relevant feedback on my work• Satisfying physical environment• Be able to influence my own

situation• Be treated fair• Know and have accepted my work

objectives

Increase motivation and decrease stress


6

Involvement leads to motivation


With motivated employees we could achieve much more

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“Widespread job dissatisfaction negatively affects employee behavior and retention,

which can impact enterprise-level success." John Gibbons, program director of employee engagement research and

services at The Conference Board

“The downward trend in job satisfaction could spell trouble for the overall

engagement of U.S. employees and ultimately employee productivity"

Lynn Franco, director of the Consumer Research Center of The Conference Board


The Effect On Agents Of Ineffective Resource Planning

Copyright Teleopti AB

Too little to do

- negative stressImpossible to deliver quality

Inconsistent working load causes stress and prevents agents from reaching

their targets

Abandoned

calls

Answered

after SL

Answered

within SL

Logged

Agents


How can we motivate our employees and improve their performance?

Two case studies

Copyright Teleopti


You can improve profitability and employee satisfaction at the same time

Management's

demand for

efficiency and

profitability

Customers’

demand for

quality

Employees´ demand for

attention and participation

in decision making

Copyright Teleopti


Case study

– Using WFM to plan more structured coaching

• Outsourcer with 3000 agents in 6 sites• TSC wanted to create a great customer experience

– Recognized that outstanding employees was key to achieving this

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“I wanted to do my job better but there seemed to never be enough time for my manager to help me improve”

“My coaching sessions often seemed to be organised at short notice and sometimes cancelled if it was too busy on the phones”


TSC’s innovative use of WFM

Planned team managers days using Teleopti to ensure sessions did not affect call handling

Managers then planned the days coaching for their team in Teleopti so people got the time they needed


Insights and lessons learned

Better real timedecisions

Better TM time management

More accurate data capture

More effectivecoaching

Teleopti is the enabler

Man

ager

co

nfi

den

ce

Emp

loye

e en

gage

men

t


Results- Operational Performance Gains Q4 to Q1

• Coaching time exceeded plan

• 9% improvement in quality

• Absence reduced by 14%

• Retention improved by 16%%

• $280,000 annualized cost benefit on 150 FTE


What people say

“I take time to plan my own day and know I have the flexibility to spend time where I need to. My team are now working better together”

“My manager helps me with the things I need most, and takes more time when I need it. I’m earning more bonus now”


Case 2:Implementing WFM to improve profitability

• Outsourcer with 600 seats in two locations

• Main targets during WFM project:– Increase service levels to target 90% in 20 seconds, in order to comply with customer

contracts

– Improve performance and efficiency, to increase overall profitability of operations

Confidential Teleopti, 2010

No targets tied to employee satisfaction


Improvements

Scheduling

– Faster

– More optimal

– Better allocated

Intraday management

– Increased responsiveness

Monitoring and reporting

– Better KPIs

– Involvement and transparency


This had “unexpected” effects on the agents


Effects on agent satisfaction and motivation became clear

More fair and balanced schedules– Increased satisfaction with working situation.

More coaching and transparent performance management

– Increased self confidence, involvement and healthy competition for improvements

Relevant and up-to-date schedules– Schedule adherence became relevant , important and actually

possible

Effects on the overall goals of the organization were dramatic:

– Yearly attrition rate down from 27% to 7%– Absenteeism rate down from 12% to 6%– Productivity increase from 69% to 85%– SLA increase from 74% to 91%



You can improve profitability and employee satisfaction at the same time

Management's

demand for

efficiency and

profitability

Customers’

demand for

quality

Employees´ demand for

attention and participation

in decision making

Copyright Teleopti

Improve today. Optimise tomorrowSystem support to empower agents


Example of WFM-system support available to empower agents

• Allow agents to manage their own time– Work time preferences– Vacation planning– Shift swapping– Intraday management

• Allow agents to manage their own performance– Self assessment reports/scorecards

Copyright Teleopti


MyTime, Vacation Planner

Agents can request vacations from within MyTime. Based on the thresholds

set by the administrators the time off will be approved or denied.

Agents cannot book more time off than they’re contracted to have.

If the vacation is declined the agent can join a waitlist as another agent may

cancel their leave.

Copyright Teleopti AB 2009. Confidential


MyTime, Shift Trader

Agent’s can view the schedule assigned to their colleagues.

Shift Trader reduces administration time as

there is no need for the team leader or planner to be involved in the trade.



The human touch- Employee preferences

• Traditional approach– Schedule Best guess– Thereafter manage shift changes

• Teleopti approach– Let employees input work time preferences – Thereafter schedule best and fair schedules – Leads to:

• Happier staff• Less attrition• Less manunal shift swaps• Less cost.

Copyright Teleopti


MyTime, Preferences

Agents can enter their preferences for a shift

category or day off.

Teleopti CCC has then extensive tools for making

sure preferences are optimised fairly and only to a maximum % set by

the resource planner

Screenshots from the preferences screen in the Agent portal. The system coaches the

agents to enter correct preferences that follow their

contracts. Copyright Teleopti AB 2009. Confidential


• Preferences are great for the staff, but can leave your business needs unfulfilled.Here is an example of too many morning preferences.

• By optimizing only some ofthese preferences, and doing it fairly among staff...

• ...you can reach your businessgoals and have reasonably satisfied staff.

Teleopti CCC will make agent preferences work for you – Fairness is the key to success

on work time preferences: “We can let

employees plan their work around their life – not the other

way around - while still keeping good customer service.

Employees get 90% of their preferences fulfilled.


Involvement at all levels - agents

“Now agents can plan

working hours according

to individual needs”

“Increased agent satisfaction by

30%”

“This is a major factor to secure

long time profitability”

“morale in the contact center has improved

while the stress levels have been drastically lowered”

“Attrition has decreased by 15%”


The human touch- help agents improve efficiency

• Traditional approach– Schedule, thereafter control schedule adherence– Realtime monitor to find out who they do not adhere to

schedule

• Teleopti Approach– Schedule, thereafter empower agents to adhere– Give agents tools to help them to adhere – Leads to:

• Happier staff• Less attrition• Better adherence• Less cost

Copyright Teleopti


Self Assessment with My Report

Agents can view MyReport which helps them understand their performance. This is good

to help agents monitor themselves and improve in-between performance review

meetings with Management

The report contains adherence, logged in, idle, available talk, ACW, and handle times.



Transparency at all levelsMonitor and improve – at all levels

Decision support for everyone- Self assessment for agents

- Coaching tools for team leader- Dashboards for management


Summary

Those Contact Centers That Have Succeeded In Keeping The Right Employees…

• Let agents plan work according to lifestyle – not lifestyle according to work

• Show agents that the company values that actually count are being reflected in the behavior that is rewarded

• Recognize agents and show them appreciation both individually and as a part of a team

• Empower employees by letting them take responsibility of there own performance


Teleopti in one slide

• We increase the value of our customers telecom with market leading solutions for telecom expense management and workforce management

• 500+ customers in more than 60 countries across the globe

• Offices in the Nordics, New York, London, Frankfurt, Moscow, Istanbul, Dubai, Delhi, Madrid, Paris and Beijing

• Customer driven development• Excellence in core WFM-functionality

• High capitalization and AAA credit rating

• Customer Service Excellence • 96% of our customers

recommend us to others

• Alliance with Leading Technology vendors



Free – try it out for free

Teleopti CCC Forecasts

a free product in the Teleopti

CCC solution suite

http://forecasts.teleopti.com


Questions and discussion

Please direct feedback or questions to

[email protected] 690 3265

at www.teleopti.com you can- watch an interactive flash demo- download white papers and

documentation- register for your free copy of

Teleopti Forecasts

Copyright Teleopti

mailto:[email protected]

http://www.teleopti.com/

Teleopti Workforce Management with a human touch

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