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