Mark Brannan Operations Director – Client Services Timberline Software
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Transcript of Mark Brannan Operations Director – Client Services Timberline Software
Mark BrannanOperations Director – Client
ServicesTimberline Software
About Timberline:
• Software Developer/Vertical• Construction and Real Estate
Accounting/Estimating Software• Technical Support Center – Software
Support
The Support Center
•110 Specialists, All Full Time – Exempt•M-F 6 am – 5 pm•20,000 calls per month, AHT – 17 minutes•Skills based routing w/prioritizing – 24 skills•Staff average 4 hours incoming work per day
The old way – Performance Reporting
•Management by reports•Dashboard reports via Crystal•Reports, Reports, and more Reports
Performance Management Challenges
•Too much information•Consistency of data analysis and actions across managers•Not true Key Performance Indicators•Data too reactive
Timberline’s big WOW’s
•Performance reporting is not the same as performance management•The true value of KPI
Solving the Management Challenges
•Needed to move to true KPI’s–Specialists have control–Every measurement has a performance goal–Managers have consistent measures
•Focus on a limited amount of data•Constant proactive feed of information
Some Baseline Measurements
KPI Baseline August Goal
Unavailable time as a % of Staffed time 5.70% 3.50% 3%Adherence to Schedule 95% 96.95% 97%Wrap time as a % of Work time 34% 28% 30%
Expected Results•Improved Agent Performance
– Reduced on-phone unavailable time – 47.3% reduction– Improved schedule adherence – 2.1% improvement –Reduced ACW time - 17% reduction
•Reduced management workload – 10% reduction