Workforce Optimization Everywhere™

The Case for Workforce ManagementSimon Angove, CEO

Traci Moxson, Solution Consultant

October 9, 2008

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Agenda

Challenges in current environment Role of workforce management Building the business case Case study: customer example GMT Planet demonstration Why GMT

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Contact Centre ChallengeInvesting in customer experience is critical…

…while controlling operating expenses

Source: Contact Centre Satisfaction Index

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Manual Workforce PlanningMS Excel is the WFM tool of choice for most centers

Source: Saddletree Research

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High Operating Costs Over- and under- staffing due to

mismatching calls and agent Missed service levels and high

call abandonment Excessive overtime expense Limited real-time visibility of

agent performance and accountability High agent attrition due to poor work/life balance Manual time-consuming schedule administration

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Role of Workforce Management

Put the right people with the right skills in the right place at the right time performing the right tasks to deliver the right results

Delivering a better customer experience at the lowest cost of labor

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GMT Planet®

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Building the WFM Case

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Example – Current Situation

Operating Lever BeforeAgent productivityAgent idle time 20%/daySchedule adherence 7 mins/hrAverage handling time (AHT)

1500 secs

Operating expensesOver-time expenses 75 hrs/wkSchedule administration 50 hrs/wkAgent attrition 8% p.a.

70 agent contact center struggled to manage effectively with MS Excel …

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Example – Improvements

Operating Lever Before Improved

Now

Agent productivityAgent idle time 20%/day 30% 14%/daySchedule adherence 7 mins/hr 30% 4.9

mins/hrAverage handling time (AHT)

1500 secs 5% 1425 secs

Operating expensesOver-time expenses 75 hrs/wk 50% 37.5

hrs/wkSchedule administration 50 hrs/wk 50% 25 hrs/wkAgent attrition 8% p.a. 10% 7.2% p.a.

… GMT Planet enabled key workforce operations improvements …

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Example – Payback <6 Months

… Creating $250,000 in net benefit over 5 years

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GMT Customer Results

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GMT Planet® Demonstration

Employee Center Forecasting wizard Schedule command center Staffing planning Adherence Mission Control

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The WFM Industry Leader

Workforce Optimization Everywhere™ www.gmt.com

GMT Worldwide

2831 Peterson PlaceNorcross, GA 30071 USA Tel: +1.770.416.6000 Fax: +1.770.734.9000

GMT Australia LtdSt Kilda Road Towers,Suite 230, 1 Queens Road,Melbourne VIC 3004Australia

Tel: +61(0)3 8844 2010Fax: +61(0)3 8844 2001

GMT India LtdEast India Chambers, 2/FNo.7 Valluvarkottam High RdChennai, 600034India

Tel: +91 44 4392 0000Fax: +91 44 4392 0123

GMT Europe LtdTrigate210-222 Hagley Road WestBirmingham B68 0NPUnited Kingdom

Tel: +44(0)845 080 0350Fax: +44(0)121 222 5101

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Straw Poll #1

How large is your contact center?A. <50 agentsB. 51-250 agentsC. 250-1000 agentsD. >1000 agents

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Straw Poll #2

My greatest operational challenge is?A. Improve service level performanceB. Reduce over-staffing and overtime

expenseC. Improve agent productivity and

accountabilityD. Reduce time-consuming administration

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Straw Poll #3

Today’s webinar experience was?A. Below expectationsB. Met expectationsC. Exceeded expectationsD. Sign me up!!