Teleopti Workforce Management with a human touch

Improve today. Optimise tomorrow

Workforce Management – with a human touch
NECCF – 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.

Copyright Teleopti

Why is motivation important?

• Research show that motivated
employees are more productive
and creative

• Performance is a function of:
– ability
– motivation

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

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

Involvement leads to motivation

6

With motivated employees we could
achieve much more

“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

Copyright Teleopti

The Effect On Agents Of Ineffective
Resource Planning

Inconsistent working load causes stress and prevents agents from reaching
their targets

Logged
Agents
Abandoned
calls
Answered
after SL
Answered
within SL

Too little to do Impossible to deliver quality
- negative stress Copyright Teleopti AB


How can we motivate our employees and
improve their performance?

Two case studies

Copyright Teleopti

You can improve profitability and employee
Improve today. Optimise tomorrow satisfaction at the same time

Customers’
demand for
quality

Management's Employees´ demand for
demand for attention and participation
efficiency and in decision making
profitability

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

“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”

Copyright Teleopti

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 TM time
management

Employee engagement
Manager confidence

Better real time
decisions
More effective
coaching

More accurate
data capture

Teleopti is the enabler

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

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

“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”

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

No targets tied to
employee satisfaction

Confidential Teleopti, 2010

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%


System 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

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

• 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 of
these preferences, and doing
it fairly among staff...

• ...you can reach your business
goals and have reasonably
satisfied staff.
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

“morale in the contact
center has improved
while the stress levels have been
drastically lowered”
“Attrition has decreased by 15%”
“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”

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 levels
Monitor 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

magnus.geverts@teleopti.com
917 690 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

Teleopti Workforce Management with a human touch

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