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Mark Brannan Operations Director – Client Services Timberline Software. Software Developer/Vertical Construction and Real Estate Accounting/Estimating Software Technical Support Center – Software Support. About Timberline:. The Support Center. 110 Specialists, All Full Time – Exempt
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Mark Brannan Operations Director – Client Services Timberline Software
Software Developer/Vertical Construction and Real Estate Accounting/Estimating Software Technical Support Center – Software Support About Timberline:
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
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