mark brannan operations director – client services timberline software

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Mark Brannan Operations Director – Client Services Timberline Software

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Page 1: Mark Brannan Operations Director – Client Services Timberline Software

Mark BrannanOperations Director – Client

ServicesTimberline Software

Page 2: Mark Brannan Operations Director – Client Services Timberline Software

About Timberline:

• Software Developer/Vertical• Construction and Real Estate

Accounting/Estimating Software• Technical Support Center – Software

Support

Page 3: Mark Brannan Operations Director – Client Services Timberline Software

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

Page 4: Mark Brannan Operations Director – Client Services Timberline Software

The old way – Performance Reporting

•Management by reports•Dashboard reports via Crystal•Reports, Reports, and more Reports

Page 5: Mark Brannan Operations Director – Client Services Timberline Software

Performance Management Challenges

•Too much information•Consistency of data analysis and actions across managers•Not true Key Performance Indicators•Data too reactive

Page 6: Mark Brannan Operations Director – Client Services Timberline Software

Timberline’s big WOW’s

•Performance reporting is not the same as performance management•The true value of KPI

Page 7: Mark Brannan Operations Director – Client Services Timberline Software
Page 8: Mark Brannan Operations Director – Client Services Timberline Software
Page 9: Mark Brannan Operations Director – Client Services Timberline Software
Page 10: Mark Brannan Operations Director – Client Services Timberline Software

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

Page 11: Mark Brannan Operations Director – Client Services Timberline Software
Page 12: Mark Brannan Operations Director – Client Services Timberline Software
Page 13: Mark Brannan Operations Director – Client Services Timberline Software

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%

Page 14: Mark Brannan Operations Director – Client Services Timberline Software

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