Why WFO is Important Joe Dean Senior Product Manager, WFO Solutions Stacey Lund Director of Technical Assistance, Mitchell International.

Why WFO is Important

Joe DeanSenior Product Manager, WFO Solutions

Stacey LundDirector of Technical Assistance, Mitchell International

Discussion Points

• WFO Product and Market Overview• Financial and Competitive Impact of

WFO Solutions• Mitchell Quality and Performance ROI

Case Study• WFO at inContact

WFO PRODUCT AND MARKET OVERVIEW

WFO in the Call Center

Preparing for the Interactions

The Moment of Truth

Analyzing the Interactions

HiringeLearning

Workforce Management

Contact Recording

Screen Recording

Quality Monitoring

Coaching

Customer Surveying

Speech & Text Analytics

WFO Market Snapshot

• Disparate applications and manual processes• Loosely integrated

Source: F&S 2009 Survey

FINANCIAL ANDCOMPETITIVE IMPACT

Revenue & Growth via LoyaltyRetention

• Costs about 10x more to acquire a new customer than to keep an existing one

Word of Mouth• In 2003, 25% of all new Dell customers came from

positive word of mouth

Source: The Ultimate Question by Dr. Fred Reichheld

People are #1 Asset and Cost

• Primary customer touch point, particularly during the post-acquisition phase

• Labor represents 60%-70% of annual expenditures• Average cost to hire new agent is ~$15K

Cost Savings with WFO

• Reductions to hire and qualify new agents

• Reductions to train and retrain

• Reduced turnover

• Potential reductions in headcount

Impact: Employee Satisfaction

• Agents understand what is expected

• Agents communicate better

• Agents experience growth opportunities

Impact: Customer Satisfaction

• Zero in on strengths and weaknesses that most impact customer satisfaction

• Follow-up with customer interactions drive deep customer loyalty

• Drive organizational changes that are truly impacting the customer experience

Value of the ‘Suite’

• Be careful of the word ‘suite’

• Benefits of the integrated application services• Workflow and events• Better analytics

MITCHELL INTERNATIONALCUSTOMER STORY

Mitchell Technical Assistance (TAC)• 3500 contacts a week• Phone, email, knowledgebase, forums• 3 sites (San Diego, Albuquerque, Evansville)• 43 full time agents, 3 part time agents• 11 Work At Homes (WAHOOs)• 6 TSEs• 6 Supervisors• 2 Managers• 3 Floor Monitors/Traffic Controllers/WFM

Specialists/Business Analysts

Quality Monitoring

• Voice recording of calls

• Screen capture of agent desktop

• Coaching/feedback through standardized forms

• Tools used: Witness, now inContact and Go2Assist

• Result: Better CSI scores achieved through a feedback loop to the agent

Agent Surveys

• Event driven surveys

• Both agent & department feedback

• Result desired: immediate feedback from customer to agent to reinforce coaching and improve CSI score

eLearning

• MitchellU• Captivate videos• Telephone Dr softskills• Customer/workflow portals• Webinars• Live meetings• Classroom training • Ridealongs• Result: Improve CSI score through first call

resolution while lowering cost to train agents

Reporting

• Occupancy (inContact report) - Available time- Wrap time

• Utilization (inContact report)

• Adherence to schedule

• Skills coverage and call arrival intervals

• Result: Improve agent efficiency and drive CSI improvement

WFM

• Adherence

• Scheduling

• Forecasting

• Shift swapping

• Simulations

• Result: Improve CSI by reducing wait times and making SLAs consistently

Synopsis – Mitchell’s results

TAC Q2-2008 Q2-2009 % change 2009 goal

Service Level 53% 79% 49.1% 78%Customer Satisfaction Index 8.48 8.66 2.1% 8.75# of Issues 29953 32091 7.1% 26674Headcount 65 62 -4.6% 62.5

WFO AT INCONTACT

WFO Strategy at inContact

WFO Today at inContact

• Hiring

• eLearning

• Coaching

• WFM

• ECHO

• Quality Management

WFO Vision at inContact

• Screen recording

• Text and speech analytics

• WFM

• Workflow and eventing

• Analytics and reporting

• Third party integrations

Three Key Takeaways

One Two ThreePeople represent the single largest expense within the call center. WFO solutions are about maximizing the efficiency and effectiveness of these people.

It is important to automate monitoring and the metrics gathering process. When doing so, choose the data that you most care about that also drives behavior. Constantly review your WFO program to see if it is working.

inContact is aggressively working toward building out a truly integrated collection of WFO application services. Even so, it is not important to implement all at once. You can implement a WFO program in pieces.