1. Marshall Lee, ADP Theodore Stapp, BCD Travel
“It’s Like Riding a Bike:” An Exploration of Workforce Management Training for Agents
Marshall Lee, ADP
Theodore Stapp, BCD Travel

2. Marshall Lee Biography
Service Center Manager II Workforce Operations ADP
15 Years Management Experience
10+ Years Contact Center Experience
Charitable Resource Foundation
Charter Communications
SHPS Human Resource Solutions
Carewise Health
ADP
Contact Center Experience Training/Management/WFM

3. Theodore Stapp Biography
Workforce Analyst Short Term Forecasting BCD Travel
10 Years Contact Center Experience
Charter Communications
SHPS Human Resource Solutions
BCD Travel
Contact Center Experience Call Center Lead / Nesting / Reporting / Workforce Management

4. Objectives
Understand why agents need training from workforce management on system, theory, and process.
Understand the basics of analysis level learning.
Understand how to formulate and implement a WFM agent training program
Experience a sample training.

5. Why are you here?

6. Are WFM Staff trainers? When do you find yourself needing to train?
What are you training when you do train?
Do you have any challenges?
Do you know how adults learn?

7. Blooms Taxonomy of Learning

8. The Why Factor
Children may absorb knowledge faster than adults, but adults can understand and apply knowledge faster than children. What gets in the way of adult learning is the application barrier, needing to know how this knowledge applies before being ready to learn it. Removing the why up-front helps the adult to learn.

9. Ask them what they need to know! (and tell them)
Formative evaluations: Do a survey about what people think you do and why you do it.
What behaviors do you see?
With new agents what are the WFM related pain points?

10. Form a plan to your audience … What is the context?
New Agent Training
New hire class
At home
Ongoing Agent Training
Refresher
New System
New Process
Manager Training
System and process
Why do they need you?
WFM Road Show

11. Overview For Agent Training
Workforce & Generic
System Demo
Overview For Agent Training
“Contact Center 101”

12. Objectives
Understand what Workforce Management is in a contact center.
Have a general knowledge of GENERIC WFM SYSTEM
Understand the key points of workforce optimization.
Know how to use the GENERIC WFM System

13. What are GENERIC WFO SYSTEM and Workforce Management?
Workforce is the team which assures service levels and availability through appropriate staffing and scheduling
Workforce Optimization Software
Allows more effective scheduling of agents
Method for quality communication between agents and their supervisors

14. The Bicycle

15. The Wheel

16. What is workforce optimization?
Getting it right (Demand Scheduling):
Right person
Right place
Right time
Right skills
Best scheduling of meetings/trainings/etc. to have the least impact on service levels.
React to unplanned absences.
Plan time off so as not to hurt service.

17. Optimal Schedule and Staffing Model
How does it work?
Forecast – How many contacts and when? When is our best time to reach clients?
Skill –skill will this be for?
Efficiency – What is the mean agent proficiency.
Quality – Can we get consistent quality?
Pooling – Skill mapping.
Optimal Schedule and Staffing Model

18. Multiplier to define efficiency for optimal scheduling,
Proficiency
Multiplier to define efficiency for optimal scheduling,
If 10 Min is Median then 10=1.0
Then 13 min = 1.3
As 7 Min = 0.7

19. Here’s what happens when you add or remove one …
Does one person matter ?
What is an Erlang?
Here’s what happens when you add or remove one …
(346 calls per half hour, 240 second average handle time or 46 Erlangs)
AGENTS
ASA 54
6 sec 53
8 sec 52
12 sec 51
19 sec 50
30 sec 49
50 sec 48
91 sec 47
236 sec

20. Adherence and Exceptions
Anytime out of scheduled activity is an exception.
Exceptions help us gauge more than just where someone is and what they are doing.
Exceptions will reduce an over all adherence score in some instances.
You control and are responsible for communication around exceptions.

21. Scorecards Key performance indicators:
Adherence is a measure of the percentage of scheduled time spent performing scheduled activities.
Average handle time - includes talk time, hold time, and time in after-call work.
Hold time
Wrap time (After Call Work)
Quality

22. Scorecard Sample

23. Schedule Process Tuesday Next 2 weeks run and published
Wednesday agents review schedules for any issues
Thursday / Friday managers meet with WFM team to review stats and updates.
Daily updates made as needed

24. GENERIC SYSTEM DEMO

25. Recap
Workforce
GENERIC SYSTEM
Your Role
Questions ?

26. A Workforce Presentation
The End
A Workforce Presentation

27. You will Adhere to your Schedule...

28. Where does it make sense to start … where do you want to go?
Let’s talk about you?
Where does it make sense to start … where do you want to go?

29. Planning … Lesson Planning Form
Name of Course: ________________________________________________________
Content Scope: __________________________________________________________
Objectives:
Knowledge Level Information:
Understanding Level Info:
Application Level Learning :

30. Lesson Plan:
Introduction:
 Part I
 Part II
 Part III
 Part IV
 Part V
Conclusion
Activities
Supplies Needed

31. Questions? Marshall Lee ADP E-mail: marshall.lee@adp.com
Theodore Stapp
BCD Travel