Agent Capacity and Productivity Analysis
Savings. Solutions. Systems.
Presenters: Mike MacNair, President & CEO of MacNair Travel Management
Jean Covelli, President of The Travel Team
Savings. Solutions. Systems.
Agenda

Rationale and Goals

Altour Sample

Balboa Sample

Additional Data Points to Consider

How?

Implementation Analysis – Travelink Sample

Next Steps
Savings. Solutions. Systems.
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.
Savings. Solutions. Systems.
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.
Savings. Solutions. Systems.
Altour Sample
Source of Reservation Inquiry
Legend
ADMS: 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 mistake
Non 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 online
Subscriber: Activity of our Agency TSC
customers/after hours subscribers
Name
Agent
Sine
Agent
Div.
Agent
Type
CAROL SCHWIE
0242CR
A192
FSD
DANIELLE STILZ
0K1LWQ T103
OLF
JOSE DAVILA
9PN1JD
501
FSDI
39
32
KAY STANSBERRY
0K1LKS
T013
TSC
1
36
1
LAURA RICKABAUGH
0242LG
A192
FSI
66
148
1
MARK SINGLETON
0K1LMI
T138
FSUPS
184
1
MICHELLE NOVAKSAWIN
0K1LTI
T013
TSC
4
21
TAYLOR SMITH
0K1LOC
T101
FSD
56
96
Email Call Online Form Queue Unknown
395
16
18
2
1
95
7
Agent Type Code
22
5
7
17
151
3
2
Savings. Solutions. Systems.
Altour Sample
“Activity Log Transactions ( Activity outside traditional booking
activity)
Unique Invoice Transactions
Air Pnr Htl/Car Pnr Other Pnr Total Pnr Ticketed
Agent Debits and Errors
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
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
6
Savings. Solutions. Systems.
Altour Sample
Associated Revenues
West IP ( phone metrics )
Sales Gross
Sales Comm
Calls
Handled
Calls
Missed
Calls
Transfer
Avg. Inbound
DDI Calls
In
Avg. DDI
Inbound
DDI Calls
Out
Avg. DDI
Outbound
$195,699
$1,782
139
2
24
00:04:47
00:58:53 00:42:05
114
00:04:19
15
00:03:49
$42,961
$2,090
407
10
130
00:02:57
03:37:14 00:43:30
80
00:03:49
8
00:03:06
$89,383
$3,399
121
6
0
00:02:54
00:40:53 00:18:45
200
00:03:19
10
00:03:15
$29,182
$1,530
497
2
59
00:04:39
04:01:58 00:49:20
118
00:06:09
8
00:03:22
$332,835
$22,629
218
3
18
00:09:29
21:38:09 00:27:00
372
00:06:17
51
00:04:35
$127,164
$3,516
241
0
0
00:08:57
04:57:27 00:49:24
31
00:06:34
4
00:13:45
$14,451
$537
395
5
49
00:02:17
05:38:46 00:25:55
32
00:04:07
38
00:00:46
$185,373
$5,712
187
0
15
00:04:35
00:45:03 00:10:40
158
00:04:19
61
00:03:34
Ready
Work
Savings. Solutions. Systems.
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
156.38
156.38
161.08
150.20
157.96
152.00
147.23
151.48
146.82
166.05
1232.82
DOM
AIR
DOM AIR SLS TRX
115,918.20 182
115,918.20
131,224.28
103,268.65
96,997.24
6,739.90
101,902.51
51,406.89
84,926.73
106,621.77
683,087.97
DOM INT
INT AIR HC HC
DOM INT TTL
INT AIR SLS
TRX
TRX TRX TTL TRX TRX
107,193.23
46.00
21
1
203
47 $
182
241
213
204
14
178
131
130
164
107,193.23
71,482.90
32,186.94
74,545.68
46
46.00
24.00
36.00
36,742.33
80,595.33
251,477.48
39,053.58
20.00
33.00
68.00
13.00
21
26
11
31
0
33
43
27
29
1275
586,084.24
240
200
1
7
0
2
0
4
2
12
5
203
267
224
235
14
211
174
157
193
47
53
24
38
24
35
80
18
32 1,475
272
$
$
$
$
$
$
$
$
$
TTL SLS
223,111.43
223,111.43
202,707.18
135,455.59
171,542.92
6,739.90
138,644.84
132,002.22
336,404.21
145,675.35
$ 1,269,172.21
DOM SLS DOM TRX INT SLS
TTL TRX / HR
/HR
/HR
250 741.26
1.16
685.47
741.26
1.16
685.47
250
320 814.65
1.50
443.77
248 687.54
1.42
214.29
273 614.06
1.29
471.93
14
44.34
0.09
235 692.13
1.21
249.56
209 339.36
0.86
532.05
237 578.44
0.89 1,712.83
211 642.11
0.99
235.19
551.58
1.03
482.45
1,747
INT TRX
TTL SLS
/HR
/HR
0.01 $ 1,426.73
0.01 $ 1,426.73
0.04
0.01
0.03
0.01
0.08
0.03
0.03
$ 1,258.43
$ 901.83
$ 1,085.99
$
44.34
$ 941.69
$ 871.42
$ 2,291.27
$ 877.30
$ 1,034.03
TTL TRX
/HR
1.60
1.60
1.99
1.65
1.73
0.09
1.60
1.38
1.61
1.27
1.41
Savings. Solutions. Systems.
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?
Savings. Solutions. Systems.
How?


How do you pull the correct data together from multiple sources
effectively?
How to use this data to create and measure productivity gains?
Savings. Solutions. Systems.
Implementation Analysis – Travelink, Inc Sample
New Customer Name
Implementation
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
***
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***
***
***
***
***
***
***
***
***
***
Client Services Updates
***
Projected Start-Up Date
Travelink Leisure Set Up
Assigned Telephone Prompts & Number
Assigned DK Numbers
Customer Email Domain
Customer Count
***
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***
***
Savings. Solutions. Systems.
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 number
The 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
Calculated
Gross tickets per total FTE's per month
Calculated
Savings. Solutions. Systems.
Next Steps
What is your Next Step?