GMT for Call Centers - Syntellect

GMT for Call Centers
GMT provides workforce optimization solutions in departments throughout the entire enterprise. GMT
Planet is deployed in contact centers, retail bank branches, credit unions, financial services back offices
and distribution centers. What makes GMT unique is that the same Forecasting, Scheduling, Planning,
Modeling, Performance Management and Employee Empowerment modules can be throughout all
departments, providing a robust workforce management solution for the whole enterprise.
GMT Workforce Optimization Solutions:
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Provide accurate, easy and affordable forecasting, planning and scheduling
Manage agent schedules and process adherence
Improve customer service and satisfaction while reducing labor costs
Workforce Management
Call Center Challenges
Call centers are rapidly changing, often complex,
environments. Call volume forecasts are affected not
only by your organization’s marketing and product
activities, but also those of your competitors. Customers
are more demanding than ever before, and providing
superior service is a balancing act between precisely
forecasting workload and scheduling agents based on
their skills, proficiencies and preferences. In addition,
knowing that your agents are effectively using the tools
you’ve invested in is just as important as ensuring that
workload is accurately forecasted and the appropriate
agents are scheduled.
The GMT Workforce Optimization Solution
GMT offers several workforce optimization applications
for the contact center including Workforce Management,
Performance Management and Activity Monitoring and
Analysis. Whether deployed together or separately,
GMT’s workforce optimization applications for the
contact center provide contact center operations
management with a powerful suite of tools to ensure
the right agents are in the right place doing the right
things at the right time to assure a superior customer
experience.
GMT’s award-winning workforce management
application, GMT Planet, schedules hundreds of
thousands of employees across five continents every day.
GMT Planet is effectively used in a variety of contact
center operations including credit card and billing,
financial services, hospitality, consumer products,
emergency services, health care, telecommunications
and cable entertainment and others.
Precision Forecasting
The Forecasting component of GMT Planet performs two
basic functions:
» Forecasts future volumes based on historical
patterns and trends
» Calculates position-level workload demands based
on the forecasted workload and desired service
levels.
GMT Planet uses sophisticated forecasting algorithms
to predict future workload. Where available, GMT Planet
can accept historical data from a variety of systems in
order to produce its forecasts. Where historical data is
not readily available, GMT Planet provides a Campaign

Forecasting feature that allows for manual input of
hypothetical workload volumes. Campaign Forecasting
can also be used to create and model “what-if” scenarios
which can be used to plan hiring, training and financial
impacts of external events (e.g., marketing campaigns,
product recalls, environmental factors, etc.).
In production customer environments, GMT Planet’s
forecasting accuracy has been measured as high as 98%.
GMT Planet can also factor in Seasonality and Trending
information to achieve more accurate forecasts across
a number of media including inbound and outbound
calls, e-mails, web chats and non-phone work. It
features a powerful, rules-based forecasting engine
that allows the user to select the factors that are most
relevant for the forecast period. Both recurring (e.g.,
bi-weekly paydays, holidays, seasonal) and nonrecurring
(e.g., special marketing campaigns) events
can be forecasted.
GMT Planet offers a rich multiskill forecasting
capability that not only accounts for agent skills, but
also their relative proficiency. GMT’s precision intraday
reforecasting provides a just-in-time picture of how
current trends impact the rest of the day. Customers
have visibility into short-term peaks and valleys in work
load (call volume in a contact center, for example) and
can therefore adjust schedules accordingly.
Workforce Scheduling
GMT Planet features a robust, rules-driven scheduling
engine that factors in a wide range of variables when
creating a schedule. Schedules can also be re-created
at virtually any time to account for unexpected
events, absences, changes in workload volumes,
etc. A distinguishing characteristic of GMT Planet’s
scheduling is that it can use employee proficiencies
to create highly accurate schedules. For example,
more proficient employees may be able to handle more
transactions per time period than less proficient ones.
GMT Planet also features an Employee Mix Analysis
which provides the user with the ideal mix of fulltime
and parttime staff to provide the best fit for the
forecasted workload.
GMT Planet is capable of automatically calculating
shrinkage and applying changes based on up to 6
categories:
» Paid breaks
» PTO and holidays
» No-shows, cancellations and absences
» Overscheduling
» Meetings and work exceptions
GMT Planet is capable of accurately scheduling the
appropriate resources across multiple sites based on a
variety of factors, such as local work rules, anticipated call
volumes, relative proficiencies and priorities of the agents.
GMT Planet supports multi-channel scheduling and takes
into account each channel’s workload when generating
forecasts and creating schedules. Non phone-based
activities like meetings, training or adminstrative tasks are
handled using the Work Exception feature. Work Exceptions
are defined by the customer and applied as part of the
scheduling process.
As with the forecasting engine, GMT Planet’s scheduling
algorithms take into account local work rules as well as
employee and contact center preferences.
Strategic Planning
Strategic planning is an essential element to a sound
workforce management strategy. Therefore, strategic
planning is included as a standard component of GMT Planet
and not as an optional, extra cost, add-on. GMT’s strategic
planning capabilities factor in parameters such as labor cost,
shrinkage, optimum mix of full-time, part-time and flextime
employees, and the revenue and service goals of the
organization. Overtime, shift differential and overhead rates
are also factored into the strategic planning equation. GMT’s
strategic planning can create plans for up to 5 years in the
future and provides powerful reporting and analytics tools
that help evaluate actual performance against the plan.
Through the use of a virtually unlimited number of What-
If scenarios, GMT Planet can provide modelling data for
new campaigns to determine the extent to which additional
resources might be required to staff for the new campaign.
GMT Planet can capture staff salary costs, overtime casts and
factor in overheads to create a comprehensive cost model of
these what-if models.
Employee Empowerment
The Employee Time Center (ETC), a component of GMT
Planet, provides the means for employees to access their
schedules, request time off, request shift and schedule
swaps, etc.
© 2009 GMT Corp. All Rights Reserved.

Agents use the ETC to request schedule
modifications such as making overtime
requests and recording absences.
GMT Planet’s One-Click Sick feature
provides the ability to find, select and
schedule employees who have the same
basic profile of the absent employee.
This wizard-based functionality greatly
streamlines absence management.
Performance Management
Tracking agent performance is equally
important as ensuring the right agents
are scheduled at the right time. GMT
offers two performance management
applications to help users track
agent performance and ensure their
contact centers are operating at peak
efficiency.
GMT’s Mission Control provides a
highly customizable and configurable
management dashboard that reports
on key workforce forecast, schedule
and adherence metrics in graphical and
tabular fashion. This provides contact
center management with visibility into
the crucial data driving performance
in order to make timely, well-informed
decisions
Activity Monitor
GMT Activity Monitor accurately
describes how your technology is
used throughout your organization
and allows the management of the
key processes in your business.
From workflow through a CRM tool
to the interaction with the company
knowledge base, GMT Activity
Monitor allows you to analyze and
improve your business procedures.
Further, using key performance
indicators (KPIs) that highlight
business value and competitive
advantage – GMT Activity Monitor
how well your processes are
aligned to your business goals
and the extent to which your
agents are in compliance with
corporate, legislative or regulatory
requirements.
Delivering on the Promise
GMT assures ongoing customer
success through its proven
SureServices methodology. SureStart
ensures a successful product
installation through a disciplined mix
of project management, engagement
management and customer training.
Customers continue to receive benefit
through its SureCare on-going support
program. SurePerform enables
customers to extend the value if their
investments in GMT Planet through
highly customized, results-driven
consulting engagements. This has
enabled GMT to enjoy a greater than
95% customer retention rate.
GMT also offers a highly-configurable
management dashboard application
that collects data from a variety of
sources and displays it in an easy to
understand fashion. When combined
with other relevant, operational
metrics, contact center managers
can understand their performance
across a variety of parameters, such as
team performance against goal, team
performance against the entire contact
center network, individual performance
across all operational parameters and
others. Easy to implement, configure
and maintain, GMT’s Performance
Dashboard offers visibility into overall
contact center performance, providing
contact center managers with a
powerful tool to manage all operational
aspects of their centers.
GMT Planet Highlights
Rules-based precision forecasting with reported
accuracy of up to 98%
Skills, multi-media and proficiency scheduling
engine
Up to 5-year strategic planning horizon with
unlimited What-If scenarios
Optimized full-time and part-time employee mix
analysis
One-Click Sick absenteeism management
Shift bidding, shift swapping and PTO requests via
web-based employee portal
www.syntellect.com
www.gmt.com

About GMT
GMT’s workforce and cash optimization solutions create competitive advantage by enabling
companies to improve customer service and sales, while decreasing their variable expenses. The
company’s product line combines precision forecasting and intelligent scheduling with powerful
analytics and performance management tools – together delivering a complete solution that is
priced to deliver quick return on investment. GMT serves financial services and contact center
customers worldwide, including ABN AMRO, Citibank, Nielsen Media, Pizza Hut, SunTrust, UPS,
Washington Mutual and Wells Fargo. The company is privately held with headquarters in Atlanta,
Georgia, and offices in the U.K., Australia, and India.
VOICE E MAIL W E B F A X TAS K
CORPORA T E O F F I C E
16610 North Black Canyon Highway
Suite 100
Phoenix, Arizona 85053
TEL 800.788.9733
WEB SYNTELLECT.COM
I N T E RNA T I O NAL O F F I C E
Technology House,
Fleetwood Park
Barley Way
Fleet, Hampshire
GU51 2QX
TEL +44 (0) 1252 61 8853
© 2009 GMT Corp. All rights reserved. All materials provided, regardless of form, are the exclusive property of GMT Corporation.
GMT Corporation’s products may be covered by one or more United States, European or other International patent or application.
GMT, GMT Planet, “Accurate. Easy. Affordable.”, “Resource Optimization for the WHOLE Enterprise”, “SureStart”, “SureCare”,
“SurePerform” and the GMT Planet logo are trademarks or registered trademarks of GMT Corp. All other trademarks are the
property of their respective owners.