Optimize the productivity of your employees by using Workforce Management For Call Center PowerPoint Presentation Slides. Discuss the objectives of effective workforce management and help to improve employee productivity, and provide better customer service. Take advantage of this workforce management system and highlight the characteristics of the workforce that the organization desires to achieve. Our customer relationship management PowerPoint templates help to provide an overview of the processes of workforce management systems like setting the desired goal, analyzing the current workforce, forecasting the desired outcome, and tracking employee performance, etc. You can display customer satisfaction scores, customer retention rates, and customer satisfaction rates with the help of the workforce optimization PPT slideshow. You can easily edit the slides to present the various methods by which the call center collects their customer satisfaction data by taking the assistance of employee call center management PPT visuals. The workforce planning PPT slides explain effective scheduling, real-time adjustments, staffing, and forecasting that are essential for the company to thrive. Achieve and maintain operational efficiency by downloading this ready-to-use call center management PPT slide deck. https://bit.ly/3c3ALt1

1. Workforce
Management
For Call Center
Yo u r C o m p a n y N a m e

2. Agenda of Workforce Management
for Call Center
2
01
02
03
04
05
Improve employee productivity
Improve organization labor planning
Lower organization operational cost
Attendance tracking
Add Text Here

3. Table of Contents 3
Measuring Productivity and Employee Performance
07.
Expected Results
08.
Budget for Workforce Management
09.
Software for Workforce Management
10.
PerformanceTracking of Employees
11.
Per Employee Productivity Dashboard
12.
Objective of EffectiveWorkforce Management
01.
Process of Workforce Management
02.
Analyzing Current Workforce
03.
Workforce Forecasting
04.
Workforce Gap Analysis
05.
Bridging the Gap
06.
‣ Characteristics of Current
Workforce
‣ Current Work Status
‣ Desired Characteristic of Workforce
‣ Forecasting for Workforce Management
‣ How to Collect Customer Satisfaction Data
‣ Customer Satisfaction Dashboard
‣ Scheduling the Workforce Shifts
‣ Training Required for Marketing Strategies
‣ Training Schedule
‣ Employee Hiring Program

4. Table of Content
4
Objective of Effective
Workforce Management
01

5. Objective of Effective Workforce Management 5
The following slide displays various objectives that the organization wants to achieve through effective management of their workforce. These objectives can be used to improve employee productivity, provide better
customer service and to lower the operational cost.
Management
Improve Employee
Productivity
‣ To improve employee productivity by
carefully managing the work shifts in
order to achieve maximum output
Provide Better
Customer Service
‣ To provide better customer service by
effectively managing the workforce
‣ Increase customer satisfaction by 39% in
FY 19
‣ Add Employee Name
‣ Add Employee Name
‣ Add Employee Name
Lower Organization
Operational Cost
‣ High operational cost $ 100,000 per
year
‣ To lower the operational cost by
25% in FY 19
01
02
04
03
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

6. Table of Content
6
Process of Workforce
Management
02

7. Process of Workforce Management 7
The purpose of this slide is to provide an overview of the entire process of the workforce management system, like setting the desired goal, analyzing the current workforce, forecasting the desired outcome, scheduling the
workforce and tracking the employee performance.
Track agent & center adherence
Schedule workforce
Set desired service level goals
Forecast expected goals
‣ Use multiple KPI metrices and Dashboard to track
the effectiveness
‣ Add Text Here
‣ Deploy employees and resources accordingly to
achieve various organizational goal
‣ Add Text Here
‣ Set desired goals that are to be achieved
through effective workforce management
‣ Add Text Here
‣ Use various forecasting methods and metrices
to analyze the current workforce working
scenario
‣ Add Text Here
Workforce
Management
04
03
01
02
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

8. Table of Content
8
03
Analyzing Current Workforce
‣ Characteristics of CurrentWorkforce
‣ CurrentWork Status

9. Characteristics of CurrentWorkforce (1/2) 9
The objective of the following slide is to analyze the current workforce of the organization, the total number of employees it has, their demographics age group and ethnicity.
Gender
Distribution
Ethnicity
Profile
Age
Profile
Workforce
Locations
Current
vacancies
Text Here Text Here Location No of People Age Group No of People Text Here Text Here Department No of People
Male 40% North America 50 18-25 20 Chicago - Department 1 14
Female 60% Europe 20 25-35 20 Los Angeles - Department 2 12
Text Here Text Here Asia 15 35-45 40 New York - Department 3 14
Text Here Text Here South America 15 XX-XX Text Here Ohio - Department 4 12
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

10. Characteristics of CurrentWorkforce (2/2) 10
The objective of the following slide is to analyze the current workforce of the organization, the total number of employees it has, their demographics age group and ethnicity.
60
40
0
10
20
30
40
50
60
70
Women Men
Demographics
25-35
40%
35-45
20%
0
10
20
30
40
Q1 Q2 Q3 Q4
How many Employee left the
Company 2019
45-55
20%
18-25
20%
8.2
3.2
1.4
1.2
Departments
Customer Service
Backend
Human
Resource
Add text here
Total Employees : 25,000
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”

11. Current Work Status 11
The purpose of the following slide is to analyze the work status of the employees based on various metrices such as average incoming calls, occupancy rate, first time response and average call period.
KeyTakeaways
‣ Low average incoming calls in the past 6
months
‣ Poor occupancy rate of employee s
‣ Prolonged first-time response from 3
min in January to 8 min in June
‣ Add Text Here
‣ Add Text Here
Average Incoming Calls
Per day
Occupancy
Rate
First
Response Time
Average
Call
Period
January 200 80% 3 min 80 sec
February 150 75% 4 min 120 sec
March 175 70% 5 min 150 sec
April 140 65% 6 min 170 sec
May 120 60% 7 min 175 sec
June 100 59% 8 min 180 sec
Months
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

12. Table of Content
12
04
Workforce Forecasting
‣ Desired Characteristic of Workforce
‣ Forecasting for Workforce Management
‣ How to Collect Customer Satisfaction Data
‣ Customer Satisfaction Dashboard

13. Desired Characteristic of Workforce 13
The following slide highlights the characteristics of the workforce that the organization desired to achieve after the work force management program these characteristics are based on gender, ethnicity, age and workforce locations.
Gender Distribution Ethnicity Profile Age Profile Workforce Locations CurrentVacancies
Location No of People Age Group No of People Department No of People
Male 50% North America 25 18-25 20 Chicago Text Here Department 1 20
Female 50% Europe 25 25-35 20 Los Angeles Text Here Department 2 18
Text Here Text Here Asia 25 35-45 40 New York Text Here Department 3 19
Text Here Text Here South America 25 XX-XX Text Here Ohio Text Here Department 4 22
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

14. Forecasting for Workforce Management 14
The following slide displays the forecasts the desired output that the organization wants to achieve by efficiently managing the workforce.
KeyTakeaways
‣ The organization plans to gradually increase the various metrices to a desired level
‣ The desired incoming call average that the company wants is 220
‣ The desired average occupancy rate that the company wants to achieve is 86.5 %
‣ Add Text Here
Desired Average Incoming
Calls Per day
Occupancy Rate
First
ResponseTime
Average
Call Period
July 200 80% 8 min 180 sec
August 210 85% 7 min 175 sec
September 215 89% 6 min 170 sec
October 220 89% 5 min 150 sec
November 230 90% 4 min 120 sec
December 250 95% 3 min 80 sec
Average 220 86.5% 5.5 min 145 sec
Months
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

15. How to Collect Customer Satisfaction Data 15
The purpose of the following slide is to show the various methods by which the call center collects their customer satisfaction data.
Description Cost USD Comments
E-Mail
Sending E-mail to customers on
weekly basis
40,000 Add Comments here
Phone Call
Making phone call to customer on
random bases
50,000 Add Comments Here
IOT Devices
Satisfaction survey via pop-up on
phone
60,000 Add Comments Here
Post-ChatWindow Post chat window on website 70,000 Add Comments Here
Customer Interviews Add Text Here XX,XXX Add Comments Here
AddText Here Add Text Here XX,XXX Add Comments Here
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

16. Customer Satisfaction Dashboard 16
The following slide displays a customer satisfaction score, customer retention rate, customer satisfaction rate etc.
Requests
Answered 2019 81%
Total
Requests 2019 1.02M
Total Revenue
2019 $75M
Support Costs to
Revenue 7%
64%
80%
96%
38K
42K
46K
Jan-19
Feb-19
Mar-19
Apr-19
May-19
Jun-19
Jul-19
Aug-19
Sep-19
Oct-19
Nov-19
Dec-19
%
Request
Answered
Requests
Requests Answered Calls
Jan-19
Feb-19
Mar-19
Apr-19
May-19
Jun-19
Jul-19
Aug-19
Sep-19
Oct-19
Nov-19
Dec-19
0.00
5.00
10.00
15.00
Cost per Support Avg Cost per Support
Very Unsatisfied
Very Satisfied
Satisfied
Neutral
Unsatisfied
71%
Positive
10%
20%
75%
More than 2 hours
1-2 hours
Less than 1 hour
Costs Per Support Avg. Time to Solve an Issue Customer Retention
Request Volume Vs. Service Level Customer Satisfaction Revenue & % of Support Costs to Revenue
0%
10%
20%
30%
2014 2015 2016 2017 2018 2019
0M
30M
60M
90M
%
Request
Answered
Requests
Revenue % of Support Costs
32%
41%
15%
6%
6%
Target >= 92%
0 100
20
10
30
40
80
90
70
60
50
90%
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”

17. Table of Content
17
Workforce Gap Analysis
05

18. Workforce Gap Analysis 18
The purpose of this slide is to amylase the gap between the current and future workforce characteristics. The table analysis the skill of the employees its current and desired level along with action plan and its priority.
Ref. No.
Skill
Description
Current Skill
Level
Desired Skill
Level
Action
Plan
Priority Comments
1 Advance Excel Training Basic Expert
Take training class
Work with manager for tasks
to allow practice
Medium Add Comment Here
2 Call Answering time 12 sec 8 sec Training Classes High Ad Comments Here
3
Prolonged call Answering time
period
10 min 5 min
Proper scheduling of
employees according to
skillset
Low Add Comments Here
4 Add Skill Here XX XX Add Text here Low Add Comments Here
5 Add Skill Here XX XX Add Text here Low Add Comments Here
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

19. Table of Content
19
06
Bridging the Gap
‣ Scheduling theWorkforce Shifts
‣ Training Required for Marketing Strategies
‣ Training Schedule
‣ Employee Hiring Program

20. Scheduling theWorkforce Shifts 20
The following slide displays the scheduling of the current workforce according to their skill set in order to achieve service excellence.
Employee Id Mon Tues Wed Thu Fri Sat Sun Hours Pay USD
200 63 1,000
201 60 800
203 52 657
204 78 780
205 XX XX
206 Add Text Here Add Text Here Add Text Here Add Text Here Add Text Here Add Text Here Add Text Here XX XX
Day Night Off
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

21. Training Required for Workforce Optimization 21
The following shows the various training programs that are required in order to increase the overall workforce productivity.
01 02 03
04 05 06
Product Knowledge MS ExcelTraining Reporting Format
XYZ Software Usage
‣ Providing Detailed
Knowledge of product and
services offered.
‣ Add Text Here
‣ Providing advance excel
training with usage of
various formulas.
‣ Add Text Here
‣ Providing clear picture of
the reporting format, cycle
and hierarchy.
‣ Add Text Here
‣ Usage of XYZ Software for
CRM and Sales Management.
‣ Add Text Here
AddText Here
‣ Add Text Here
‣ Add Text Here
AddText Here
‣ Add Text Here
‣ Add Text Here
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

22. Training Schedule (1/2) 22
The following slide provides a detailed schedule of training along with time that each phase will take.
Product Knowledge
‣ Indoor 5 phase session with Marketing
Manager
‣ Add Text Here
MS ExcelTraining
‣ 3 phased Advance excel training with
knowledge of formulas
‣ Add Text Here
AddText Here
‣ Add Text Here
‣ Add Text Here
Reporting Format
‣ 5 session General briefing about reporting
format and reporting cycle.
‣ Add Text Here
XYZ Software Usage
‣ Briefing and presentation about new
CRM Software.
‣ Add Text Here
AddText Here
‣ Add Text Here
‣ Add Text Here
Date :
XX./XX/XXX
Date :
XX./XX/XXX
Date :
XX./XX/XXX
Date :
XX./XX/XXX
Date :
XX./XX/XXX
Date :
XX./XX/XXX
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

23. Training Schedule (2/2) 23
The following slide provides a detailed schedule of training along with time that each phase will take.
Timeframe inWeeks Training Details
Product Knowledge
Indoor 5 phase session with Marketing
Manage
Reporting Format
5 session General briefing about reporting
format and reporting cycle
MS Excel Training
3 phased Advance excel training with
knowledge of formulas
XYZ Software Usage
Briefing and presentation about
new CRM Software
Add Text Here Add Text Here
Add Text Here Add Text Here
1-3
4-6
7-8
9-10
XX
XX
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

24. Employee Hiring Program 24
The following slide highlights the employee hiring program based on the gap between current workforce and desired workforce.
Department Current Workforce Desired Workforce Gap
Action
Plan
Customer Care 45 75 30 ‣ Hiring through Interviews
Back End 12 22 10
‣ Departmental Shifting
‣ Hiring through Interviews
Human Resource 02 04 02
‣ Departmental Shifting
‣ Hiring through Interviews
AddText
Here
XX XX XX ‣ Add Text Here
AddText
Here
XX XX XX ‣ Add Text Here
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

25. Table of Content
25
Measuring Productivity and
Employee Performance
07

26. Measuring Productivity and Employee Performance 26
The purpose of this slide is to show various KPIs based on which the productivity and performance of the employees will be measured.
Metrices Description
Average Call Abandonment Measures the percentage of calls that were hung up before the agent could answer
Percentage of Call Blocked Number of caller that have received a busy tone while calling the customer
Average Time in Queue Total number of time caller wait in que over total number of time call was answered
Average speed of answer Average time taken by an agent to answer the call
Average handle time Average time taken from pick up to disconnection of call
Average After Call Work Time taken by agent to do the work associated to call
Add Metric here Add Text here
Add Metric here Add Text Here
Add Metric here Add Text Here
Add Metric here Add Text here
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

27. Table of Content
27
Expected Results
08

28. Expected Results 28
The following slide highlights the expected results of the total workforce management plan. Like increased productivity, better customer service and reduction in total operational cost.
AddText Here
‣ Add Text Here
‣ Add Text Here
‣ Add Text Here
‣ Add Text Here
Increased Employee Productivity
Increase in employee productivity by careful management of work timing and shifts
Provide Better Customer Service
Increase in customer
satisfaction rate
40%
Increase in NPS up
to 50
50%
Increase in customer
satisfaction rate
45%
Reduced Organization Operational Cost by 25%
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”

29. Table of Content
29
Budget for Workforce
Management
09

30. Budget for Workforce Management 30
The purpose of this slide is to display the budget of the entire workforce management activity such as trainer and salaries.
Category
Q1
Total Expenses
Outsourced Trainer $500.00
Add Text Here $500.00
Customer Care Staff Salary $1,500.00
Back end Staff salary $600.00
- $400.00
- $500.00
Add Text Here $1,800.00
Add Text Here -
Add Text Here $1,800.00
Add Text Here -
Totals $23,685.00
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

31. Table of Content
31
Software for Workforce
Management
10

32. Software for Workforce Management 32
The purpose of the following slide is to display multiple Software that perform the complete function of workforce management. The provided table analyses the software based on various functions it can perform and its cost.
Software 1 2 3 4 5 6
Scheduling Yes Yes Yes Yes Yes Yes
Forecasting No Yes Yes Yes No No
Performance Management Yes Yes No Yes Yes Yes
Reporting No Yes Yes Yes No No
TimeTracking Yes Yes Yes No No No
Labor Budgeting No No No Yes Yes Yes
Cost USD 12,000 2,000 25,00 1,000 1,200 1,000
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

33. Table of Content
33
PerformanceTracking of
Employees
11

34. PerformanceTracking of Employees 34
The following slide displays a dashboard that covers multiple Kpis of call centers such as first-time call resolution, average speed of answer, customer satisfaction etc.
60%
70%
80%
90%
100%
0
100,000
200,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Call Volume vs Service Level 2019
Volume % of call ans/20s
$0.00
$1.00
$2.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Cost per Contact/ Month
Cost Average
Very Satisfied
18%
Satisfied
32%
Neutral
22%
Unsatisfied
14%
Very Unsatisfied
14%
Customer Satisfaction
38%
Compared to 25% in 2018 First Call
Resolution
F
C
R
23s
Compared to 17s in 2018 Average
speed of answer
A
S
A
Key Metrics 2016
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”

35. Table of Content
35
Per Employee
Productivity Dashboard
12

36. Per Employee Productivity Dashboard 36
The following slide displays a dashboard that covers per employee productivity, satisfaction score, avg answer speed etc.
40.8%
Calls answered in less than 180
Seconds
125
Calls with satisfaction score
less than 3
Agent
Name
Total
Calls
Calls
Answered
Avg. Speed
of Answer
Call Resolution
(%)
CR Trend
Jim 41 37 68.2 80.5%
Stewart 42 37 67.0 78.6%
Dan 50 46 61.1 78.0%
Becky 45 37 62.5 73.3%
Joe 49 39 65.5 71.4%
Martha 48 38 75.4 70.8%
Diane 34 26 60.2 70.6%
Greg 47 34 75.5 68.1%
Satisfaction
Score 3.33
0 100
20
10
30
40
80
90
70
60
50
Overall Satisfaction with Score
Total Calls 356
Avg.Answer
Speed (in sec)
55.3 Abandon Rate 17.4%
Avg Calls/
Minute
0.094
1 2 3 4 5
Greg
Diane
Martha
Joe
Becky
Dan
Stewart
Jim
Satisfaction Score By Agent
0%
10%
20%
30%
0.0%
10.0%
20.0%
30.0%
Mobile Oven Laptop Watch Camera
CallVolume vs Service Level 2019
Volume % of call ans/20s
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”

37. Workforce Management
for Call Center
Icons Slide
37

38. Additional
Slides
38
ThankYou for Watching!
Location
Meet Our CreativeTeam
Post it Notes
Our Mission
Bar GraphTemplate
Venn Diagram
Company Introduction 01
08
07
06
05
04
03
02

39. Company Introduction
39
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Value Clients
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Target Audiences
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Preferred by Many
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
We are Creative

40. Venn Diagram 40
YourText Here
YourText Here
YourText Here
YourText Here
YourText Here
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

41. Bar GraphTemplate 41
70
65
40
45
25
19
30
50
0 10 20 30 40 50 60 70 80
FY '17
FY '18
FY '19
FY '20
Sales
in
Percentage(%)
Product
02
Product
01
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”

42. Our Mission 42
Vision
This slide is 100% editable. Adapt it to
your needs and capture your
audience's attention.
Goal
This slide is 100% editable. Adapt it to
your needs and capture your
audience's attention.
Mission
This slide is 100% editable. Adapt it to
your needs and capture your
audience's attention.

43. Post it Notes 43
01
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
03
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
02
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
04
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.

44. AddYour Skill 70%
AddYour Skill 80%
Alex Stark
Designer
This slide is 100% editable. Adapt it to
your needs and capture your
audience's attention.
AddYour Skill 60%
AlissaTony
Manager
This slide is 100% editable. Adapt it to
your needs and capture your
audience's attention.
AddYour Skill 90%
44
Meet Our CreativeTeam

45. Location 45
China 10Year Growth
10%
20%
China
30%
80%
Australia 10Year Growth
Australia
Text Here
This graph/chart is linked to excel, and changes
automatically based on data. Just left click on it and
select “Edit Data”
Text Here
This graph/chart is linked to excel, and changes
automatically based on data. Just left click on it and
select “Edit Data”

46. ThankYou for Watching!
46
0123456789
Contact Number
# street number,city, state
Address
emailaddress123@gmail.com
Email Address
www.abc.com
Website