Making CenterBridge the Cornerstone of            Call Center Financials•   In this presentation Steve Gordon will discuss...
Making CenterBridge the Cornerstone of            Call Center Financials                        Agenda•   About Hyatt Corp...
Making CenterBridge the Cornerstone of        Call Center Financials                      About Hyatt Corporation,      We...
Making CenterBridge the Cornerstone of          Call Center Financials       About the Presenter•Born, raised and residing...
Making CenterBridge the Cornerstone of          Call Center Financials                     Hyatt’s Planning StrategyMajor ...
Making CenterBridge the Cornerstone of            Call Center Financials                             What We Want To Do Ne...
Making CenterBridge the Cornerstone of            Call Center Financials                               Why Do You Want To•...
Making CenterBridge the Cornerstone of                              Call Center Financials                                ...
Making CenterBridge the Cornerstone of            Call Center Financials                Cost Allocation (Hyatt Style)•   F...
Making CenterBridge the Cornerstone of                    Call Center Financials                                          ...
Making CenterBridge the Cornerstone of                     Call Center Financials                                         ...
Making CenterBridge the Cornerstone of                     Call Center Financials                                         ...
Making CenterBridge the Cornerstone of          Call Center Financials                       Parting Shots• Be Honest With...
Making CenterBridge the Cornerstone      of Call Center Financials              Questions?              Comments?         ...
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Making CenterBridge the Cornerstone of Call Center Financials

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Steve Gordon presents how he uses CenterBridge to form the foundation of the financial planning process for Hyatt’s Call Center Operations. He shows us how the financial information can be populated into the application and how that information becomes the foundation for Hyatt’s allocation methodology.

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Making CenterBridge the Cornerstone of Call Center Financials

  1. 1. Making CenterBridge the Cornerstone of Call Center Financials• In this presentation Steve Gordon will discuss how he uses CenterBridge to form the foundation of the financial planning process for Hyatt’s Call Center Operations. He will demonstrate how the financial information can be populated into the application and how that information becomes the foundation for Hyatt’s allocation methodology.
  2. 2. Making CenterBridge the Cornerstone of Call Center Financials Agenda• About Hyatt Corporation• About The Presenter• Planning Horizon• Next Steps• Why Do You Want To• Getting Financial Data into CenterBridge• In System/On Grid Metrics• Hyatt Cost Allocations Redux• Parting Shots• Questions
  3. 3. Making CenterBridge the Cornerstone of Call Center Financials About Hyatt Corporation, We are a global hospitality company with widelyrecognized, industry leading brands and a tradition of innovationdeveloped over our more than fifty-year history. Our mission is toprovide authentic hospitality by making a difference in the lives of thepeople we touch every day. We focus on this mission in pursuit of ourgoal of becoming the most preferred brand in each segment that weserve for our associates, guests, and owners. We support our missionand goal by adhering to a set of core values that characterizes ourculture. We manage, franchise, own and develop Hyatt brandedhotels, resorts and residential and vacation ownership properties aroundthe world. As of November 31, 2011, our worldwide lodging portfolioconsisted of approximately 415 branded properties. In 2011, our two domestic call centers handled 8.4 million callstotaling over 30 million minutes.
  4. 4. Making CenterBridge the Cornerstone of Call Center Financials About the Presenter•Born, raised and residing inOmaha, Nebraska•Employed by Hyatt Corp. forthe last twelve years•Involved in WorkforceManagement for the last tenyears•CenterBridge user since 2006•TotalView user since 2010eWFM from 2002-2010•Certified Workforce PlanningProfessional by the SWPP since2008•SWPP Board Member sinceAugust 2011
  5. 5. Making CenterBridge the Cornerstone of Call Center Financials Hyatt’s Planning StrategyMajor Planning Milestones • Long Term Planning • Rolling Five Year Horizon • Mid Term Planning I • Annual Budget (July-September Current Year) • Mid Term Planning II (If Necessary) • February(F-0) • May(F-1) • August(F-2) • November(F-3) • Short Range Planning • Weekly CenterBridge Updates • Tactical Planning • Intraday IEX Scheduling
  6. 6. Making CenterBridge the Cornerstone of Call Center Financials What We Want To Do Next• Going Global! • Germany • Australia • India • China• Back Office • E-mail Activity (Kana) DONE 2011! • Guest Relations Casework (Sales Force) DONE 2011! • Data Services (Screen Capture / Access)• Streamlined Historical Infrastructure • Visual Basic .NET & SQL Server IN PROGRESS! • Non Learning FTE • Learning FTE • FTE in Training • Attrition • Avg. Total Agents FTE• Streamlined Allocation Infrastructure • Visual Basic .NET & SQL Server IN PROGRESS! • Improved Consolidated Output • Data Mining• System and Process Survivability IN PROGRESS!
  7. 7. Making CenterBridge the Cornerstone of Call Center Financials Why Do You Want To• Its just a staff plan not a cost plan, therefore its not a Budget• More difficult to judge Center and Staff performance in a multi Center multi Staff environment as it pertains to cost• CenterBridge does it better then your Finance people do and it does it FASTER!• Its not Excel• Everything is in one place and when one is adjusted to reality the others follow suit• Average Wage changes over time and needs to be forecasted• Paid Benefits change over time and need to be forecasted• Overtime Paid ratio changes over time and needs to be forecasted• You control the discussion from front to back and this is good for your business! “he who understands the balance sheet…”
  8. 8. Making CenterBridge the Cornerstone of Call Center Financials Getting Financial Data into CenterBridgeCollapse/ExpandPaid Time 8/1/2011 9/1/2011 10/1/2011 11/1/2011 • Manually Inputted Weekly andPaid Scheduled Absence Hours 56 78 49 64 Monthly Financials are input on the primaryPaid Other Absence Hours 0 0 0 0Paid Vacation Hours 2,513 2,065 2,398 2,679 • Call TypePaid Floating Holiday/Personal Day Hours 252 331 264 514Paid Holiday Hours 0 2,008 0 2,104Paid Sick HoursNew Hire Classroom Training Hours 1,095 1,737 1,116 622 937 2,299 886 2,904 • Hours and Wages get pulled andRegular Hours 49,086 43,067 42,490 40,269 stored separately due to payroll system limitationsOvertime Hours 2,202 2,348 1,807 993Unpaid Hours 3,855 3,309 2,979 2,047Financials • Unpaid hours includeRevenue [C] 0 0 0 0 Sick, Vacation, NCNS, OccurrencesClassroom Training Period Wages [C]Agent Regular Wages [C] 15,638 507,966 5,599 442,151 20,960 441,404 26,136 418,308 etc.Agent Overtime [C] 34,711 37,311 28,494 16,314 Even just having it here has itsAgent Paid Scheduled Absence [C] 609 836 554 699Agent Paid Other Absence [C] 0 0 0 0Agent Paid Vacation [C] 27,340 22,283 27,408 29,258 uses, but wait there’s more!Agent Paid Floating Holiday [C] 2,742 3,571 3,018 5,607Agent Paid Holiday [C] 0 21,666 0 22,976Agent Paid Sick [C] 11,914 12,042 10,710 9,674Agent Sick Hours Buyback [C] 0 0 0 0Agent Incentive Pay (Sales-Based) [C] 13,492 10,637 5,261 9,183Agent Incentive Pay (Wages-Based) [C] 120,986 111,221 110,064 106,480Agent Transfer Bonus Pay [C] 0 0 0 0Agent Corporate Bonus Pay [C] 17,039 14,001 15,228 13,970
  9. 9. Making CenterBridge the Cornerstone of Call Center Financials Cost Allocation (Hyatt Style)• Fund • Hyatt Full Service Gated ^ • Hyatt Full Service Toll Free ^ • Hyatt Place ^ • Hyatt Passkey ^ • Hyatt Gold Passport @ • Hyatt Summerfield Suites ^ • Hyatt Customer Service # • Hyatt Residence Group • Hyatt Fulfillment • Hyatt Chase Card %^-Minutes Debit@-Skill Based Pay, Minutes Credit#-Skill Based Pay%-Minutes Credit
  10. 10. Making CenterBridge the Cornerstone of Call Center Financials Annual Calls Handled3,500,0003,000,0002,500,0002,000,000 Annual Calls Handled1,500,0001,000,000 500,000 - HFS Gtd HFS TF HP Passkey HGP HSS HCS HRG HYFul HyCard
  11. 11. Making CenterBridge the Cornerstone of Call Center Financials Annual Talk Minutes12,000,00010,000,000 8,000,000 6,000,000 4,000,000 2,000,000 - HFS Gtd HFS TF HP Passkey HGP HSS HCS HRG HYFul HyCard Annual Talk Minutes Pre Allocation Annual Talk Minutes Post Allocation
  12. 12. Making CenterBridge the Cornerstone of Call Center Financials Annual Fund Costs$4,000,000$3,500,000$3,000,000$2,500,000$2,000,000$1,500,000$1,000,000 $500,000 $- HFS Gtd HFS TF HP Passkey HGP HSS HCS HRG HYFul HyCard Pre Allocated Post Allocation Equal CPM Post Allocation Skills Based CPM
  13. 13. Making CenterBridge the Cornerstone of Call Center Financials Parting Shots• Be Honest With Yourself (if its going to be bad, accept it and have a solution before you say anything)• Plan Realistically (let the boss make the cuts!)• Use CenterBridge Weekly (including financials!)• Simple Reports Make the BIGGEST Impact (the boss loves a good story not a string of numbers)• Know your data and stay on track (haters gonna hate!)• What IF? (have three always ready to go)• Trust Your Intuition (you are aware of things that nobody else is)
  14. 14. Making CenterBridge the Cornerstone of Call Center Financials Questions? Comments? Stephen Gordon Manager of Resource Intelligence Steve.Gordon@hyatt.com 402-537-6829

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