Savings. Solutions. Systems. Agent Capacity and Productivity Analysis Presenters: Mike MacNair,...

Savings. Solutions. Systems.

Agent Capacity and Productivity Analysis

Presenters: Mike MacNair, President & CEO of MacNair Travel Management

Jean Covelli, President of The Travel Team


Agenda

Rationale and Goals

Altour Sample

Balboa Sample

Additional Data Points to Consider

How?

Implementation Analysis – Travelink Sample

Next Steps


Rationale and Goals

Rationale Developed a system to determine agent capacity and then a baseline so we

could adjust staff based on verifiable data.

Created our system and baseline and began to share with other agencies.

Determined that we all measure capacity differently.

Learned that capacity would vary by agent type and the definition of a ticket/transaction….

Intuited that in order to compare accurately, we needed to define agent type and what a transaction means the same way.

Assessed that how we measure in CBTG financials isn’t specific enough for this purpose.

Learned that there are other useful items to measure that can define/measure productivity.

There are interesting ways to gather this data and create reports.


Rationale and Goals

Goals Can we measure agent type and

tickets/transactions using the same math? Group.

Are there other items that may be useful for us to measure. Individually as per our business plans.

How can this data best be captured and then used for coaching and implementing. Individually.


Altour Sample

LegendADMS: Debit memo cost or agent errors requiring a check to be written or statement credit given to customer that was clearly a result of agent’s mistakeNon Queue Fulfillment: Activity completed that is non transactional in nature (e.g. user support phone calls or informational calls)Queue Fulfillment: Work done to complete a booking originating onlineSubscriber: Activity of our Agency TSC customers/after hours subscribers

Agent Type Code

Source of Reservation Inquiry

NameAgent Sine

Agent Div.

Agent Type Email Call Online Form Queue Unknown

CAROL SCHWIE 0242CR A192 FSD 395 16 18

DANIELLE STILZ 0K1LWQ T103 OLF 2 1 95

JOSE DAVILA 9PN1JD 501 FSDI 39 32 7

KAY STANSBERRY 0K1LKS T013 TSC 1 36 1 22

LAURA RICKABAUGH 0242LG A192 FSI 66 148 1 5 7

MARK SINGLETON 0K1LMI T138 FSUPS 184 1

MICHELLE NOVAK-SAWIN 0K1LTI T013 TSC 4 21 17

TAYLOR SMITH 0K1LOC T101 FSD 56 96 151 3 2


Altour Sample

Unique Invoice Transactions “Activity Log Transactions ( Activity outside traditional booking

activity)Agent Debits and

Errors

Air PnrHtl/Car

PnrOther Pnr Total Pnr Ticketed Subscriber

Non Queue Fulfillment

Queue Fulfillment

Total Activity

ADMS Count ADMS Value

423 6 0 429 0 0 0 0 0 $0

88 0 10 98 0 531 212 743 2 $100

61 5 12 78 0 0 0 0 0 $0

46 7 7 60 164 0 343 343 0 $0

176 35 16 227 6 0 8 0 8 1 $150

185 0 0 185 0 0 0 0 0 $0

37 2 3 42 145 8 126 279 0 $0

370 49 11 430 0 0 0 0 0 $0


Altour Sample

Associated Revenues West IP ( phone metrics )

Sales GrossSales Comm

Calls Handled

Calls Missed

Calls Transfer

Avg. Inbound Ready Work

DDI Calls In

Avg. DDI Inbound

DDI Calls Out

Avg. DDI Outbound

$195,699 $1,782 139 2 24 00:04:47 00:58:5300:42:0

5 114 00:04:19 15 00:03:49

$42,961 $2,090 407 10 130 00:02:57 03:37:1400:43:3

0 80 00:03:49 8 00:03:06

$89,383 $3,399 121 6 0 00:02:54 00:40:5300:18:4

5 200 00:03:19 10 00:03:15

$29,182 $1,530 497 2 59 00:04:39 04:01:5800:49:2

0 118 00:06:09 8 00:03:22

$332,835 $22,629 218 3 18 00:09:29 21:38:0900:27:0

0 372 00:06:17 51 00:04:35

$127,164 $3,516 241 0 0 00:08:57 04:57:2700:49:2

4 31 00:06:34 4 00:13:45

$14,451 $537 395 5 49 00:02:17 05:38:4600:25:5

5 32 00:04:07 38 00:00:46

$185,373 $5,712 187 0 15 00:04:35 00:45:0300:10:4

0 158 00:04:19 61 00:03:34


Balboa Sample

“ We use payroll data to feed into a transaction report and break it down per hour. Our agents, those that are front-line agents, are required to produce a minimum of transactions per hour. It makes it really easy for us to tie back to payroll when they have time off. It also breaks down international and domestic since our expectations on domestic are higher than international. We review the mix of international to domestic productivity and tie it back to the minimums and maximums. For example, a fully domestic agent is required to have a minimum of 1.50 transactions per hour while 100% international would be required to have 1.25 transactions per hour. An agent with a mix would fall in the middle. Exclusions to the standard formula include floaters and after hours which remain on this report. This report is mainly for full-service agents.” - John Cruse

WRK HRS DOM AIR SLS

DOM AIR TRX INT AIR SLS

INT AIR TRX

DOM HC

TRX

INT HC

TRX

DOM TTL TRX

INT TTL TRX TTL SLS

TTL TRX

DOM SLS / HR

DOM TRX /HR

INT SLS /HR

INT TRX /HR

TTL SLS /HR

TTL TRX /HR

156.38

115,918.20 182

107,193.23 46.00 21 1 203 47 $ 223,111.43 250 741.26 1.16 685.47 0.01

$ 1,426.73 1.60

741.26 1.16 685.47 0.01 $ 1,426.73 1.60

156.38 115,918.20 182

107,193.23 46 21 1 203 47

$ 223,111.43 250

161.08

131,224.28 241

71,482.90 46.00 26 7 267 53 $ 202,707.18 320 814.65 1.50 443.77 0.04

$ 1,258.43 1.99

150.20

103,268.65 213

32,186.94 24.00 11 0 224 24 $ 135,455.59 248 687.54 1.42 214.29 -

$ 901.83 1.65

157.96

96,997.24 204

74,545.68 36.00 31 2 235 38 $ 171,542.92 273 614.06 1.29 471.93 0.01

$ 1,085.99 1.73

152.00

6,739.90 14 0 0 14 - $ 6,739.90 14 44.34 0.09 - -

$ 44.34 0.09

147.23

101,902.51 178

36,742.33 20.00 33 4 211 24 $ 138,644.84 235 692.13 1.21 249.56 0.03

$ 941.69 1.60

151.48

51,406.89 131

80,595.33 33.00 43 2 174 35 $ 132,002.22 209 339.36 0.86 532.05 0.01

$ 871.42 1.38

146.82

84,926.73 130

251,477.48 68.00 27 12 157 80 $ 336,404.21 237 578.44 0.89 1,712.83 0.08

$ 2,291.27 1.61

166.05

106,621.77 164

39,053.58 13.00 29 5 193 18 $ 145,675.35 211 642.11 0.99 235.19 0.03

$ 877.30 1.27

551.58 1.03 482.45 0.03 $ 1,034.03 1.41

1232.82 683,087.97 1275

586,084.24 240 200 32 1,475 272

$ 1,269,172.21 1,747


Additional Data Points to Consider

Transaction Type Values – e-fulfillment @ .25

Capacity Analysis Factoring in Online %

Preferred Support

Hotel - Manual and Auto?

Service - Tracking SLAs and errors. No rev errors? Kudos?

Agent Types –ICs, Projects (Partnership, on sites, etc.)

Targets or Minimums- Including variance to capacity

Hourly- A few measured hourly productivity and Balboa tying in with payroll? Work year assumptions with PTO

Overtime – A consideration

Customer volumes for that agent

Service requirements? Tools available? Customer types?


How?

How do you pull the correct data together from multiple sources effectively?

How to use this data to create and measure productivity gains?


Implementation Analysis – Travelink, Inc Sample

New Customer NameImplementatio

n Phase

Contract Type *** Client Total Volume *** Expected Air Volume *** Estimated Transaction Totals *** Estimated Domestic Transactions *** Estimated International Transactions *** Manager of Business Development *** Client Services Manager and Email *** Implementation Project Leader *** Signed Contract Date *** Implementation Fee (CC or Check) *** LOA, ASU Forms Sent to AM, ACCTG & Ops *** Online Booking Tool ***

Client Services Updates ***

Projected Start-Up Date *** Travelink Leisure Set Up Assigned Telephone Prompts & Number *** Assigned DK Numbers *** Customer Email Domain Customer Count ***


Next Steps

CBTG

– Here is how we are currently measuring agent productivity, how should this change?

Average transaction per agent PER MONTH

Domestic - goal number The number of domestic transactions per agent you strive for

International - goal numberThe number of international transactions per agent you strive for

Domestic - actual average per agent The number of domestic transactions per agent you achieve International - actual average per agent

The number of international transactions per agent you achieve

Gross tickets per agent per month CalculatedGross tickets per total FTE's per month Calculated


Next Steps

What is your Next Step?

Savings. Solutions. Systems. Agent Capacity and Productivity Analysis Presenters: Mike MacNair,...

Documents

Transcript of Savings. Solutions. Systems. Agent Capacity and Productivity Analysis Presenters: Mike MacNair,...