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International Investment Conference. Pakistan. Two questions from yesterday. Can you maintain or reach a service level and optimize costs? Babar B. Jhumbra I am concerned about attrition rates, shifts and women in call centers? Ms Jehan Ara. Why.

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International investment conference l.jpg

International Investment Conference


Two questions from yesterday l.jpg

Two questions from yesterday

  • Can you maintain or reach a service level and optimize costs?

    • Babar B. Jhumbra

  • I am concerned about attrition rates, shifts and women in call centers?

    • Ms Jehan Ara

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  • If you cannot measure IT, you cannot manage it, either!

  • What gets manage, gets done!

  • Facts generates acts!

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  • 80 % of Contact Center costs are manpower costs.

  • When your technology works, as it does with 3Dnetworks, its all about having enough people at the phones when customers call.

  • You can optimize staffing between 5 – 15%, just by optimizing luncheons and breaks, and in many cases even more; and that is the difference between profit and loss in a competetive business, like this.

  • You can optimize several skills, channels and optimize front and back-office

  • And, it the agents also can work according to their preferences, they stay longer, and don´t leave!

  • That makes the pay-back witin one year even more attractive

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Non-optimized staffing

Too high costs!

Too high costs!

Loss of revenues

Manpower costs 80 %

IT costs and other costs 20 %

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Optimized staffing!


Manpower costs 80 %

IT costs and other costs 20 %

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Teleopti AB

  • 300+ customers that IMPROVE and enable further growth

  • Over 95 % of Teleopti customers are willing to recommend Teleopti to others customers

  • 3Dnetworks is our reseller in India/Asia

  • Teleopti AB is the largest European WFM company with 60 employees and seven offices in Europe and one in New Delhi.

  • Founded in 1992. Profitable from year one!

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Teleopti Executive Board

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Teleopti CCC

  • Customers range from 1 to 50 virtual sites

  • Customers range from 20 to 4 000 agents

  • Teleopti market share is 80% in Scandinavia

  • Approx 15-20% across Europe

  • First installations in India, Chile

  • Next Target Market – Pakistan

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Why? Overstaffing can be over 30 % of the total payroll costs!

Manage. Involve. Improve.

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Why? Customers and competition decides required service levels

Understaffing results in abandoned calls and lost business

Manage. Involve. Improve.

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Why? Teleopti CCC can test 1000nds of combinations and match your need

Manage. Involve. Improve.

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WFM is an operating philosophy and a business culture, not a box that sits on your desk.

It is a process – Not a Product

Every contact center practices WFM to varying degrees of success, some have a tool to help them.

What is Workforce Management?

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Long term (strategic)

Short term (operational)

Teleopti Contact Center Coach supports all aspects of WFM


Workforce Management is a balance act

The right person

At the right place

At the right time

Manage. Involve. Improve.

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A balanced approach to support your business











Manage. Involve. Improve.

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Teleopti CCC – Key Elements for WFM

Elements of Teleopti CCC WFM

  • Forecasting

    All activities

  • Agent Administration

    Manage agent work rules and skills

  • Manage Shift Policies

    For Agents

  • Agent Preferences

  • Automated and optimized scheduling

  • Real time Adherence versus schedules

  • Performance management in reports

    • Agents, Team-leaders, Managers, HR

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Forecast all activities

Monitor and improve

Teleopti CCC - Overview

Manage agent work rules and skills

Optimise schedule – balance all needs

Manage shift policies

Agent preferences

Communicate with and involve agents

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More accurate forecasting

  • It is a tool used for forecasting number of agents needed to achieve service level

  • Best available picture for future

  • It is based on historical data – from CTI/ACD to Teleopti DB

  • No limits in the timeframe for your forecasts

  • Manage parallel forecasts similar to your agent skills

  • Manages typical days (Mo – Su)

  • Manages non-typical typical days (holidays, day after advertising, strikes, etc)

  • Staffing forecast is calculated based on call volumes, HT, service levels

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Optimised Scheduling

  • Allows for many possible combinations of schedules where manual alternative allows typically a handful

  • Balance between phone and other activities (meeting, back office, training, etc) is optimised

  • Break and lunch optimised placement

  • Enables agents to interact through Web Portal

  • Ensures fairness between agents

  • Agent involvement due to agent preferences on web portal

  • Automates the compliance with local work time legislations.

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Automation of schedule management

  • Seamless integration with ACD for historical data

  • Creates optimal schedules in 1/1000th the time

  • Less shift changes since agent preferences is a vital input to the system

  • One centralised database for historical data, forecasts and schedules.

  • Daily decisions are made on accurate information

  • No more manual reporting. Information is available on the Web Portal.

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Intra-day Management

  • How can we handle the impact of the individuals who calls in sick?

  • Can we move agents from inbound to revenue positive outbound sales after lunch?

  • Can 2 agents leave earlier today?

  • Can the X team have an extra meeting at 2:00Pm

  • Is our forecast high? low?

  • Are our agents working according to schedules?

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Adherence – Real Time

  • Adherence – Ability to compare forecasts with reality

  • Sophisticated Scheduling and monitoring is not worth with out improvements

  • Teleopti RTA alerts managers of deviations from expected activity

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What if analysis

  • Ability to determine the impact of a variety of different variables.

  • Can we take more calls with present staff?

  • What if we had more flexible work shifts?

  • What if we added more part time staff?

  • When should we use part time employees?

  • What if we changed lunches from 60 to 45 minutes?

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The distributed real time tools in Teleopti Contact Center Coach

Early Warning / Real Time Adherence

- identfy need of changes

Web Scheduler

- schedule changes

Agent Schedule Messenger

- notify agents

Performance reporting

- historical adherence

- calls handled

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Involve your organisation- Agent Web Portal

  • Schedule

  • Preferences

  • Schedule change requests

  • Self assessment

  • Always part of base package

Manage. Involve. Improve.

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Evolution – not revolution

Individual schedules and Preferences for part of organisation

Vary shift start and shift end slightly within teams

Optimise off-phone activities

Break and lunch optimisation

Exactly same schedule as today, in Teleopti CCC


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Step by step towards flexible scheduling

  • Simulate effects of different policies

  • Implement for all/parts of organisation

  • Get buy in from agents

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Balancing business needs with agent work time preferences

  • Everybody gets all preferences fulfilled

  • No preferences – fair distribution of unwanted shifts

  • Optimise schedule by disregarding some preferences

Result when agents have entered too many ”morning” preferences

Optimise Schedule

By violating preferences, some shifts are moved to meet the customer demand

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51 FTE

20 week rotations

Smoothness: 90,4%

Fluctuating service levels

Case Study – Flexible WFM

A case where Teleopti replaced another system and introduced flexible scheduling

  • 38 FTE to cover same need

    • Flexible start times

    • Fixed shift lengths

  • Smoothness: 99%

    • Correct service level

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Examples of customer results

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Selected references

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The Bottom Line!

  • Employee costs account for 60% - 70% of over all expenditure in most of CC, we optimize 5 – 25 %!

  • Increase in morale of agents; less attrition, in many cases by 30% of attrition, reducing the cost of new agent training and improving the quality of service!

  • Small administration; one planner per 250 agents!

  • Excellent ROI – breakeven between 6 -12 Months

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For further queries please contact

Eveready Communications (Pvt.) Ltd.

4th Floor, Eveready Chambers, I.I. Chundrigar Road, Karachi (Pakistan)

Tel: +92-21-2634817-18-20

E-mail: [email protected]

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