Corporate Workplace Solutions Center

November 2010

Welcome to the Corporate Workplace Solutions Center November 2010 Micro-Site

The Micro-Site is designed to provide actionable summary-level monthly updates to Corporate Workplace Portfolio, Property, and General Management on (1) the operational health of the Corporate Workplace Solutions Center (CWSC), (2) the processing of service requests and (3) the client's opinion of the CWSC services as indicated by means of user survey statistics. In addition to this, the Micro-Site will provide links to more detailed information and references and, on a quarterly basis, provide insight into how call centers across various industries and geographies are operated.

CWSC operations can be divided into four categories. These are: Submission, Classification, Processing and Completion. Each process category has inputs, outputs, and related metrics. The Micro-Site is organized under these same four categories plus a fifth one for displaying client satisfaction survey information. For your reference, descriptions of the categories are listed below.

Submission Classification Processing Completion Survey
At this stage in the process, a possible problem has been identified in a managed property and the requester has submitted a Service Request. The Service Request is presented over the telephone with assistance from a CWSC agent or via the MyFacility website. Under this tab you will find metrics related to service request submission. The submitted Service Request is organized using a three-tier work type hierarchy matrix and then the request is assigned a proper service level based on our contracted Service Level Agreements. Under this tab you will find metrics related to service request classification. The classified and prioritized Service Request becomes a Work Order. The Work Order is dispatched manually by a CWSC agent or either manually or auto-dispatched by the MyFacility website. For Emergency and Rush priority levels, the agent verbally confirms receipt of the Work Order with the service provider. Under this tab you will find metrics related to work order processing. The dispatched Work Order is completed by the assigned service provider and invoice cost data is collected. Additionally, the service provider performance is measured against the contracted Service Level Agreements. Under this tab you will find metrics related to work order completion. Following the closure and completion of the Work Order, a Customer Satisfaction Survey is sent to the requester to measure client experience during each stage of the process. Under this tab you will find metrics related to client satisfaction survey.
  • Customer Solution Center Staffing Levels (Month-End)
    Position November 2010 Budget Variance
    Director 1 1 0
    Ops Manager 1 1 0
    Data Manager 1 1 0
    CSC Analyst 1 1 0
    Data Analysts 4 4 0
    Supervisors 3 3 0
    Team Leads 4 4 0
    CSR (Permanent) 16 18 (2)
    Open Position 0 1 (1)
    FTE totals: 31 34 (3)
    CSR (Temporary) 9 10 (1)
    TOTALS 40 44 (4)
    Portfolio Key Metrics November
    2010
    October
    2010
    12–Month
    Average
    November
    2009
    Target
    % Service Request Volume – Call 37.6% 39.8% 42.2% 50.2% <40%*
    % Service Request Volume – MyFacility 61.4% 59.5% 57.0% 49.0% >60%*
    % Service Request Volume – Other 1.0% 0.7% 0.8% 0.7% N/A
    % Answered Within 60 Seconds 76.7% 83.1% 83.0% 83.0% >70%
    % Auto Dispatch¹ – MyFacility 60.3% 55.3% 35.7% 23.1% N/A
    Median Call Handle Time 0:54 secs 0:53 secs 0:55 secs 0:58 secs N/A
    Median MyFacility Handle Time 0:16 secs 0:15 secs 1:07 mins 2:42 mins N/A
    Average Customer Satisfaction Score 4.3 4.3 4.1 4.1 >4.0

    *Volume targets represent ideal resource allocation percentages
    1Auto Dispatch is defined as a MyFacility automated dispatch of a Service Request with no Corporate Workplace Solutions Center agent involvement.
    Note: Green text indicates a metric has successfully met or exceeded the target. Red text indicates a metric has failed to meet or exceed the target.

    Observations and Assumptions


    • % Answered Within 60 Seconds: As MyFacility volume continues to increase, we will be re-allocating Customer Service Representative (referenced throughout the report as "CSR") resources to more efficiently service the rising volume. Shifting CSR resources from phones to MyFacility will bring % Answered Within 60 Seconds more in line with the target while also serving to reduce MyFacility processing times. Interestingly, many of the Bank of America customer contact centers use 80% Answered Within 60 Seconds as their target for this metric.
    • % Auto Dispatch – MyFacility: Percentage of service requests automatically dispatched has increased significantly since the beginning of the year due to numerous MyFacility system enhancements that have been implemented over the past six months.
    • Median MyFacility Handle Time: Median handle times for MyFacility generated service requests continue to improve due to the numerous system enhancements that have been implemented YTD.
    • Staffing: CSR (Temporary): This is part of our on-boarding and resource management strategy. It takes time to on-board a new CSR. Once hired, for a period of time they remain a "Temporary CSR." Based on our longer-term resource needs and their individual performance, with management approval the Corporate Workplace Solutions Center will periodically convert a "Temporary CSR" to a "Permanent CSR."
  • Request Source Total Volume
    November 2010
    % of Request
    Source Volume
    Call 32,691 100.0%
        New Service Request¹ 21,989 67.3%
        Follow-up² 10,702 32.7%
    MyFacility 51,206 100.0%
        New Service Request 35,910 70.1%
        Follow-up 15,296 29.9%
    Other 4,107 100.0%
        New Service Request 577 14.0%
        Follow-up 3,530 86.0%

    1 New Service Request is defined as a Service Request being generated for the first time.

    2 Follow-up is defined as an update or change to an existing Service Request with no new Service Request generated.

    Observations and Assumptions


    • Call Volumes Graph: As a result of new CSR training classes conducted over the last couple months, CSR staffing increased to twenty-four in August 2010, decreased to twenty-two in September 2010 due to normal attrition and then increased to twenty-five in October 2010 as a result of the new CSR training class hitting the floor.
    • Stratification Graph: Admin facilities submit service requests via MyFacility 68% of the time compared to Retail facilities submitting only 52% of their service requests through MyFacility. This may present an opportunity to raise MyFacility awareness within Retail facilities.
    • % Answered Within 60 Seconds: This metric has been trending positively over the last six months as a result of a continued focus and emphasis on MyFacility awareness. We have also re-allocated CSR resources from answering phones to working the MyFacility queues to more efficiently service the rising volume.

    Incoming Request Source Data by Region

    Stratification Data by Region

    Stratification – New Service Request Total Volume
    November 2010
    % of Total Volume
    MyFacility – Admin 18,851 69.0%
    Call – Admin 8,350 30.6%
    Other – Admin 113 0.4%
    Total: 27,314 100%
    MyFacility – Retail 16,371 54.1%
    Call – Retail 13,426 44.4%
    Other – Retail 461 1.5%
    Total: 30,258 100%
    Metric November
    2010
    October
    2010
    12–Month
    Average
    November
    2009
    Target
    % Answered within 60 seconds 76.7% 83.1% 83.0% 83.0% >70%
  • Service Type Category
    (Top 80% by Volume)
    % of Total Volume
    November 2010 October 2010 12-Month Average November 2009
    HVAC 13.24% 11.68% 12.80% 10.70%
    Furniture 8.86% 9.90% 9.11% 8.75%
    Carpentry – Interior 8.00% 8.57% 8.33% 8.00%
    Lighting – Interior 7.93% 7.65% 7.30% 7.10%
    Lighting – Exterior 6.63% 4.51% 5.50% 8.72%
    Plumbing – Int 6.28% 6.32% 6.54% 6.54%
    Electrical – Int 5.05% 5.21% 5.03% 6.30%
    Locks/Keys – Int 3.09% 3.41% 3.19% 3.03%
    Doors – Exterior 2.53% 2.58% 2.59% 2.54%
    Doors – Interior 2.29% 2.71% 2.50% 2.17%
    Room Setup 1.69% 1.99% 1.53% 1.97%
    Locks/Keys – Ext 1.65% 1.61% 1.63% 1.61%
    Parking Lot 1.52% 1.47% 1.74% 1.72%
    Pest Control – Int 1.49% 1.78% 1.72% 1.42%
    Snow Removal 1.48% 0.01% 0.73% 0.08%
    Trees/Shrubs 1.42% 1.37% 1.53% 1.31%
    Janitorial Complaint 1.30% 1.35% 1.49% 1.67%
    Carpets 1.29% 1.63% 1.39% 1.50%
    Exterior - Carpentry 1.20% 1.48% 1.55% 1.80%
    General Collection 1.17% 1.28% 1.13% 1.18%
    Lit Signage 1.11% 0.81% 0.81% 0.58%
    Fire Alarm 1.00% 1.04% 0.88% 1.00%

    Service Type Category by Region

    Service Level Data by Region

    Observations and Assumptions


    • Service Type Category (Top 80%) Chart: HVAC, Furniture, Carpentry - Interior, Lighting - Interior, Plumbing - Interior, Electrical - Interior, and Lighting - Exterior represent over 50% of all generated service request volume. It is interesting to note that on a month-to-month basis, the highest Service Type Categories basically remain unchanged as a portion of all Service Types. Perhaps there may be some "operational" or "category-oriented" solutions that Portfolio could provide in anticipation of this predictable demand characteristic that would be more cost effective, simpler, and more effective.
    • Volume by Service Level: Call Center training on CSR priority level assignment has resulted in a decreased amount of high priority work orders being assigned YTD.
  • Metric November
    2010
    October
    2010
    12-Month
    Average
    November
    2009
    Median Call Handle Time 0:54 secs 0:53 secs 0:55 secs 0:58 secs
    Median MyFacility Handle Time 0:16 secs 0:15 secs 1:07 mins 2:42 mins
    Category November 2010 October 2010 12-Month Average November 2009
    Volume % of Volume Volume % of Volume Volume % of Volume Volume % of Volume
    MyFacility – New Service Request¹ 35,910 61.4% 34,520 59.5% 33,394 57.0% 21,779 49.0%
    Auto Dispatch² 21,645 60.3% 19,078 55.3% 11,915 35.7% 5,030 23.1%
    Manual Dispatch³ 14,265 39.7% 15,442 44.7% 21,479 64.3% 16,749 76.9%
    Service Provider Category
    November 2010
    Call MyFacility Other
    Volume % of Volume Volume % of Volume Volume % of Volume
    In-House 12,891 58.62% 18,617 51.84% 183 31.72%
    SvcPro Third Party 7,610 34.61% 15,153 42.20% 385 66.72%
    Landlord 1,410 6.41% 1,742 4.85% 8 1.39%
    Referral 78 0.36% 72 0.20% 1 0.17%
    Supplier 0 0.00% 6 0.02% 0 0.00%
    Non-contracted 0 0.00% 320 0.89% 0 0.00%
    Total 21,989 100% 35,910 100% 577 100%

    1New Work Order is defined as a Work Order being generated for the first time.

    2Auto Dispatch is defined as a MyFacility automated dispatch of a Work Order with no Corporate Workplace Solutions Center agent involvement.

    3Manual Dispatch is defined as the manual dispatch of a Work Order by a Corporate Workplace Solutions Center agent.

    Observations and Assumptions


    • Median Call Handle Time Graph: Increase in Median Call Handle Time from January 2010 to April 2010 is due primarily to CSR new hires still learning systems and processes and still ramping up the new hire learning curve. Since April 2010, with a seasoned staff in place and a continued emphasis on recurring CSR strength training, Median Call Handle Time has continued to improve.
    • Median MyFacility Handle Time Graph: Beginning in January 2010, the Corporate Workplace Solutions Center deployed targeted MyFacility training aimed at improving MyFacility Handle Times and overall processing effectiveness. Continued reduction in handle times YTD is due to increasing tenure of staff, improved CSR scheduling, and implementation of numerous MyFacility system enhancements including auto dispatch functionality over the last several months. (See Auto-Dispatch comments below)
    • Handle Time Chart: Median MyFacility Handle Time has improved tremendously year over year from over twenty-eight minutes in October 2009 to fifteen seconds in October 2010. This has been the direct result of numerous auto dispatch enhancements to MyFacility deployed over the last several months. (See Auto-Dispatch comments below)
    • Auto Dispatch Chart: The percentage of automatically dispatched work orders has increased from 2.7% in October 2009 to 55.3% in October 2010. This remarkable increase is the result of numerous Auto Dispatch system enhancements that have been implemented since the beginning of the year. Notable Auto Dispatch enhancements include the enhanced re-direct functionality that now allows management level users to utilize a redirect option within MyFacility to redirect work in real time through the system via the auto dispatch function. Another impactful Auto Dispatch system enhancement is the Alternate Service Provider enhancement which now allows management level users to search for the specific service provider and assign work directly via Auto Dispatch. These are just two of the numerous Auto Dispatch enhancements that have been implemented since the beginning of the year that now allow for more work orders to automatically dispatch without the need for CSR intervention/processing.

    Service Provider Category Data by Region

     

  • Service Type Category
    (Top 80% by Average Invoice Amount)
    Average Invoice Amount
    November 2010 October 2010 12-Month Average November 2009
    Painting-Ext $13,886.33 $4,445.24 $5,511.69 $6,368.93
    Roof $5,650.64 $1,778.08 $1,715.00 $1,597.93
    Electrical-Int $4,804.82 $4,457.90 $3,695.62 $3,704.26
    Janitorial Complaint $4,520.27 $665.79 $2,881.76 3,141.76
    Flooring $4,317.37 $1,682.15 $2,135.41 $3,056.85
    Environmental Assessment $3,986.19 $2,899.09 $3,686.63 $3,998.23
    Plants $3,546.14 $709.37 $1,019.79 $3,231.88
    HVAC $3,414.66 $2,527.41 $2,343.16 $1,908.32
    Restroom $3,336.64 $1,280.64 $1,454.91 $1,540.81
    Electrical-Ext $2,916.17 $2,128.15 $2,011.08 $1,523.95
    Carpentry - Interior $2,824.06 $2,530.98 $2,215.17 $2,444.43
    Pest Control-Int $2,666.61 $306.95 $431.05 $212.33
    Booking/Scheduling $2,550.00 $2,550.00 $1,953.50 $2,550.00
    People $2,360.00 $756.58 $1,088.78 $767.23
    Water Filtration Units $1,925.69 $476.67 $619.47 $254.98
    Bandit Barrier $1,914.09 $263.00 $968.31 No Data
    First Aid $1,733.33 $3.335.88 $1,213.83 $925.42
    Interior/Exterior $1,664.11 $1,276.57 $1,192.74 $3,474.50
    Utilities $1,643.83 $647.00 $3,312.20 $2,600.00
    Exterior - Carpentry $1,597.43 $2,463.77 $2,345.25 $1,987.48
    Sprinkler System $1,550.93 $1,861.65 $2,652.79 $3,823.30
    Dumpster/Compactor $1,517.71 $612.34 $519.14 $363.08
    Parking Lot $1,351.68 $2,195.58 $1,903.46 $1,927.43
    Glass-Exterior $1,266.32 $1,818.22 $1,609.83 $1,986.88
    Plumbing-Ext $1,262.52 $1,691.94 $1,531.65 $1,657.79
    Graffiti Removal-Ext $1,229.53 $442.31 $754.92 $488.12
    Trees/Shrubs $1,180.66 $1,139.88 $1,137.40 $1,440.78
    Doors-Interior $1,118.54 $1,090.26 $889.13 $831.38
    Windows $1,114.84 $366.64 $692.01 $1,017.08
    Exterior $1,080.96 $966.38 $967.38 $780.49

    Service Level Agreement Data by Region

    Service Type Category Invoice Data by Region

    Observations and Assumptions


    • SLA Completion and Response Pass percentages have been steadily increasing YTD.
  • Customer Satisfaction Survey - Overall Satisfaction Score 2010 YTD
      % Very Satisfied % Satisfied % Neutral % Dissatisfied % Very Dissatisfied
    January 2010 57.7% 24.8% 3.4% 5.2% 8.8%
    February 2010 58.7% 25.6% 3.3% 4.1% 6.6%
    March 2010 60.7% 20.9% 4.0% 5.5% 8.6%
    April 2010 62.5% 24.6% 3.6% 3.6% 5.4%
    May 2010 60.3% 23.7% 3.7% 4.8% 6.2%
    June 2010 60.4% 21.8% 4.8% 4.2% 7.7%
    July 2010 60.4% 21.8% 4.8% 4.2% 7.7%
    August 2010 61.0% 23.3% 3.9% 4.7% 6.1%
    September 2010 61.0% 20.7% 3.9% 4.7% 7.0%
    October 2010 60.1% 27.9% 3.9% 3.5% 4.2%
    November 2010 57.6% 26.7% 4.0% 4.6% 5.1%

    Report Wizard

    Observations and Assumptions


    • In October 2010, 88% of survey respondents were either "Very Satisfied" or "Satisfied" with the service they received representing the highest level of customer satisfaction YTD. Additionally, only 7.7 % of survey respondents were either "Very Dissatisfied" or "Dissatisfied" with the service they received representing the lowest level of dissatisfaction YTD.
    • Although we are pleased to report that overall satisfaction has risen from January of this year to October, the middle months of the year were relatively flat. As we drive to become more client centric in 2011, we will use the new survey to help us pinpoint areas of concern and recognize locations where client satisfaction is a hallmark of success.
    • The current Customer Satisfaction Survey questions and format will be disabled at the end of this year and will be replaced with a new and improved Customer Satisfaction Survey effective January 2011.

Back to top

Regional Data

For more detail on some key results at the regional level, click on the labels on the map.

1 of 9

Ronzella “Rose” Carr, Data Specialist
Charlotte, NC

Rose has gone above and beyond with the development and deployment of a SharePoint website that houses all of the data management team’s policies, procedures, and so much more.

2 of 9

George Parks, Data Specialist
Charlotte, NC

In the month of March George led an offsite training session with the Lincoln Harris Property Managers in which he trained a group of 30 on the proper usage of MyFacility which was welcomed with rave reviews.

3 of 9

Carrie Porch, Team Leader
Pittsburgh, PA

While maintaining her daily work load, Carrie Porch provided extensive training to the two new team leads to ensure they knew the role and responsibilities of the position. She also volunteered numerous weekends to guarantee we had phone coverage to ensure our client was not impacted, due to management and agent staffing.

4 of 9

Gwen Shields, CSR
Pittsburgh, PA

Gwen stayed for an extended period of time following her normal shift to assist in the closure of multiple work orders.

5 of 9

Tricia DiSalvo, CSR
Charlotte, NC

During a large snowstorm in Pittsburgh, Tricia volunteered to work on Saturday to ensure the client was not impacted by the weather. She filtered inbound calls and processed queues and emails in a timely manner.

6 of 9

Tonica Johnson, CSR
Pittsburgh, PA

Tonica received a V.I.P. Award in the month of September for going above and beyond in helping her team with late night staffing. Tonica volunteered to work overtime as needed throughout the month and worked many additional hours that month always keeping a smile on her face. We appreciate all your efforts Tonica!! Great job!

7 of 9

Rose Carr, Data Analyst
Charlotte, NC

Rose received a V.I.P. Award in October for the exceptional job she did in filling in for her manager, Leonard Goss, when he was away on vacation. She managed the data management staff in addition to handling testing of new MyFacility features and working hours well past her normal shift. She has been invaluable and is greatly appreciated! Way to go Rose!!

8 of 9

Rachel Thompson, Call Center Supervisor
Charlotte, NC

In addition to her many duties as supervisor of the Charlotte call center location, Rachel performed hours of valuable system testing that ultimately led to the successful deployment of the NTE Greenbelt Enhancement in late October. Rachel’s eye for detail and extensive understanding of the system proved to be critical to our ability to successfully release this enhancement to production.

9 of 9

Shauna Fields, CSR
Charlotte, NC

Shauna has consistently exemplified what being a team player is. During the month of October she processed 245 emails, which was the 2nd highest. She has worked numerous hours of overtime to ensure the client was not impacted, due to staffing issues. Shauna has volunteered to work past her scheduled shift and on Saturdays. In recognition of her hard work, she was the recipient of a V.I.P. award.

Corporate Workplace Solutions Center Staff Recognition

Use arrows to navigate through slides

Back to top

Looking Ahead

For the remainder of 2010 the Corporate Work Place Solutions Center remains focused on flawless execution and operational excellence.
Some of our key initiatives include: