wfm 2 - call centre helper · the wfm market tcs formed in 1975 iex formed in 1988 invision formed...
TRANSCRIPT
Optimise your most valuable resource - your employees
WFM 2.0
The Next Big Thing In Workforce Management
Welcome to WFM 2.0
Speaker: Chris Dealy, Sales Director, InVision Software Ltd.
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THE NEXT BIG THING IN WORKFORCE MANAGEMENT
The Next Big Thing…
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…is to make
the Last Big Thing
more usable!
WFM 2.0:
The Next Big Thing in Workforce Management
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2.0?
“Web 2.0” coined in 1999 by the web visionary and author Darcy
DiNucci, gained currency in 2004
Not a specific technology, but a new way of applying technology
Software applications are run entirely through a browser
Web 1.0 provided static information; Web 2.0 provides active
content and multi-user participation
Since then, others have adopted the term
VoIP 2.0
Call Centre 2.0
Webinars are Seminars 2.0
The time has come for WFM 2.0…
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WHAT IS THE SIGNIFICANCE OF 2.0?
A Brief History of WFM
Forecasting and scheduling for traditional inbound call centres
Deep links with ACD functionality
The WFM market
TCS formed in 1975
IEX formed in 1988
InVision formed in 1995
Blue Pumpkin formed in 1996
In 2010 more than 30 vendors in the WFM market
DMG Consulting expects the WFM market to grow by 7% in 2010
and 9% in 2011, as contact centres strive to reduce staff-related
costs*
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THE STORY OF WFM 1.0
*Source: DMG Consulting 2009 Contact Center Workforce Management Market Report
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WFM 2.0:
WFM advances you shouldn’t go without
Main differences between 1.0 and 2.0
100% web based and ready for „the cloud‟
Real time – not just for adherence monitoring
Efficient use of IT resources, industry-standard platform
Forecasting for all transactions – not just calls
Work-life balance measures
Better strategic scheduling
More dashboards to enable rapid informed decision-making
Less care and maintenance
Customisation possibilities – without maintenance implications
Time and Attendance built-in
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HIGHLIGHTS
Main differences between 1.0 and 2.0
100% web based and ready for „the cloud‟
Real time – not just for adherence monitoring
Efficient use of IT resources, industry-standard platform
Forecasting for all transactions – not just calls
Work-life balance measures
Better strategic scheduling
More dashboards to enable rapid informed decision-making
Less care and maintenance
Customisation possibilities – without maintenance implications
Time and Attendance built-in
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HIGHLIGHTS
TECHNOLOGICAL DIFFERENCES BETWEEN 1.0 AND 2.0
WFM 2.0 – Web based
WFM 2.0 is 100%
web based
Sound basis for
remote use (hosted /
SaaS / ASP) - or on-
premises use
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TECHNOLOGICAL DIFFERENCES BETWEEN 1.0 AND 2.0
WFM 2.0 – Real time
2.0 operates in real-time across all processes / areas
Not just adherence monitoring, e.g.
Schedule management
Intraday management
Reporting
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Live demo – real-time
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TECHNOLOGICAL DIFFERENCES BETWEEN 1.0 AND 2.0
WFM 2.0 – Efficient hardware utilisation
2.0 uses less hardware; supports VM Ware
No longer need a huge server farm just for WFM
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2.0 RUNS ON INDUSTRY STANDARD HARDWARE AND OPERATING SOFTWARE
WFM 2.0 – No IT headaches
2.0 supports industry databases
and software standards
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FORECASTING DIFFERENCES BETWEEN 1.0 AND 2.0
WFM 2.0 – Forecasting
2.0 is not dependent on the ACD
Flexible in its use of workload drivers
Not just inbound calls but back office, social media*, enterprise-wide
Optimise your most valuable resource - your employees
*See previous Call Centre Helper webinar: http://www.callcentrehelper.com/webinar-social-media-11236.htm
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Standards
2.0 ENABLES PLANNING BASED ON COMPLEX WORKFLOWS FROM A TRIGGER EVENT
WFM 2.0 – Forecasting
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Event Multi Party Motor Claim Day 1 Day 2 Day 3 Day 4 Day 5
Outbound Calls
Clients 20 20 10 10 10
Body Shops 20 20 20 10 20
Others 0 0 10 0 0
Inbound Calls
Simple Clients 20 20 10 40 20
Single Party Motor Claim Body Shops 20 20 20 0 0
Damage £100-£1,000 Others 0 0 10 0 0
10 Outbound Emails
Clients 20 20 10 0 0
Body Shops 0 0 0 0 0
Others 0 0 0 0 0
Inbound Emails 20 20 10 0 0
Letters 0 0 0 10 10
Payments Processing 0 0 0 10 10
Complex (more involved)
Single Party Motor Claim
Damage £1,001£10,000
Very Complex
Single Party Motor Claim
Damage >£10,000
Complex
Multi-Party Motor Claim
Damage £1,001-€10,000
SCHEDULING DIFFERENCES BETWEEN 1.0 AND 2.0
WFM 2.0 – Scheduling
2.0 incorporates work-life
balance into productivity goals
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SCHEDULING DIFFERENCES BETWEEN 1.0 AND 2.0
WFM 2.0 – Scheduling
2.0 includes better strategic
planning and analysis
2.0 includes easier and faster
skills-based scheduling
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Live demo - generating optimised schedules – quickly
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REPORTING DIFFERENCES BETWEEN 1.0 AND 2.0
WFM 2.0 – Reporting
2.0 provides more automation, dashboards, and user-defined
reporting
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Live demo - dashboards
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2.0 IS LESS LABOUR INTENSIVE THAN 1.0
WFM 2.0 – Care and Maintenance
2.0 is easier to use, not required to mirror complex ACD routing
environments
Skills-based scheduling without the pain!
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2.0 IS MORE FLEXIBLE THAN 1.0
WFM 2.0 – Flexibility
2.0 supports custom extensions
and 3rd party integrations
Robust SDK – no maintenance
implications
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2.0 ENSURES THAT CLEAN DATA GOES TO PAYROLL - PAY INFLATION IS AVOIDED
WFM 2.0 – Includes Time & Attendance
2.0 collects clock-in/out from
card readers, ACD
login/logout, biometric
devices, access control
systems, etc.
2.0 includes time
management rules to
highlight and correct errors
and anomalies
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2.0 PROMISES BETTER ROI COMPARED TO 1.0
WFM 2.0 – The ROI
Reduced planning effort
Planners more productive
More time planning, less time
firefighting
Reduced payroll expenses
Efficient WFM – enterprise wide
Pay inflation eliminated
Reduced recruitment & training costs
Better work-life balance
reduced turnover
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2.0 PROMISES BETTER ROI COMPARED TO 1.0
WFM 2.0 – The ROI
Baseline costs for 250 agent
contact centre
Work average of 37.5
hours per week
£8.71 per hour plus 27%
overhead (NI, etc.)
9,375 hours scheduled
per week
Weekly payroll expense
£103,703
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2.0 PROMISES BETTER ROI COMPARED TO 1.0
WFM 2.0 – The ROI
If schedule efficiency increases by 3% …
Most new adopters see 10%-25% improvement from manual WFM
3% is conservative gain on moving to 2.0:
E.g. ABN AMRO 7.5%
E.g. RAC 16%
How?
Schedule fewer people
Schedule fewer hours
Handle more transactions with same people
281 payroll hours saved per week (7.5 FTE) =
£13,500 monthly savings
£162,000 annual savings
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Optimise your most valuable resource - your employees
Thank you for your attention
www.InVisionWFM.com
YOUR EXPERIENCE OF WFM 2.0
Poll questions - results
Do you feel your current WFM system meets 2.0 standards?
Yes
No
Don‟t have a WFM system
How long have you been using your current WFM system?
<1 year
1-2 years
3-5 years
>5 years
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