making centerbridge the cornerstone of call center financials

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.


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


About Hyatt Corporation,

We are a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over our more than fifty-year history. Our mission is to provide authentic hospitality by making a difference in the lives of the people we touch every day. We focus on this mission in pursuit of our goal of becoming the most preferred brand in each segment that we serve for our associates, guests, and owners. We support our mission and goal by adhering to a set of core values that characterizes our culture.

We manage, franchise, own and develop Hyatt branded hotels, resorts and residential and vacation ownership properties around the world. As of November 31, 2011, our worldwide lodging portfolio consisted of approximately 415 branded properties.

In 2011, our two domestic call centers handled 8.4 million calls totaling over 30 million minutes.


About the Presenter•Born, raised and residing in Omaha, Nebraska•Employed by Hyatt Corp. for the last twelve years•Involved in Workforce Management for the last ten years•CenterBridge user since 2006•TotalView user since 2010 eWFM from 2002-2010•Certified Workforce Planning Professional by the SWPP since 2008•SWPP Board Member since August 2011


Hyatt’s Planning Strategy

Major 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


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!


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…”


Collapse/Expand 8/1/2011 9/1/2011 10/1/2011 11/1/2011

Paid Time

Paid Scheduled Absence Hours 56 78 49 64

Paid Other Absence Hours 0 0 0 0

Paid Vacation Hours 2,513 2,065 2,398 2,679

Paid Floating Holiday/Personal Day Hours 252 331 264 514

Paid Holiday Hours 0 2,008 0 2,104

Paid Sick Hours 1,095 1,116 937 886

New Hire Classroom Training Hours 1,737 622 2,299 2,904

Regular Hours 49,086 43,067 42,490 40,269

Overtime Hours 2,202 2,348 1,807 993

Unpaid Hours 3,855 3,309 2,979 2,047

Getting Financial Data into CenterBridge• Manually Inputted Weekly and

Monthly• Financials are input on the

primary Call Type• Hours and Wages get pulled

and stored separately due to payroll system limitations

• Unpaid hours include Sick, Vacation, NCNS, Occurrences etc.

Even just having it here has its uses, but wait there’s more!

Financials

Revenue [C] 0 0 0 0

Classroom Training Period Wages [C] 15,638 5,599 20,960 26,136

Agent Regular Wages [C] 507,966 442,151 441,404 418,308

Agent Overtime [C] 34,711 37,311 28,494 16,314

Agent Paid Scheduled Absence [C] 609 836 554 699

Agent Paid Other Absence [C] 0 0 0 0

Agent Paid Vacation [C] 27,340 22,283 27,408 29,258

Agent Paid Floating Holiday [C] 2,742 3,571 3,018 5,607

Agent Paid Holiday [C] 0 21,666 0 22,976

Agent Paid Sick [C] 11,914 12,042 10,710 9,674

Agent Sick Hours Buyback [C] 0 0 0 0

Agent Incentive Pay (Sales-Based) [C] 13,492 10,637 5,261 9,183

Agent Incentive Pay (Wages-Based) [C] 120,986 111,221 110,064 106,480

Agent Transfer Bonus Pay [C] 0 0 0 0

Agent Corporate Bonus Pay [C] 17,039 14,001 15,228 13,970


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


HFS Gtd HFS TF HP Passkey HGP HSS HCS HRG HYFul HyCard -

500,000

1,000,000

1,500,000

2,000,000

2,500,000

3,000,000

3,500,000

Annual Calls Handled

Annual Calls Handled


HFS Gtd HFS TF HP Passkey HGP HSS HCS HRG HYFul HyCard -

2,000,000

4,000,000

6,000,000

8,000,000

10,000,000

12,000,000

Annual Talk Minutes

Annual Talk Minutes Pre Allocation Annual Talk Minutes Post Allocation


HFS Gtd HFS TF HP Passkey HGP HSS HCS HRG HYFul HyCard $-

$500,000

$1,000,000

$1,500,000

$2,000,000

$2,500,000

$3,000,000

$3,500,000

$4,000,000

Annual Fund Costs

Pre Allocated Post Allocation Equal CPM Post Allocation Skills Based CPM


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)

Making CenterBridge the Cornerstone of Call Center

FinancialsQuestions?Comments?

Stephen GordonManager of Resource Intelligence

[email protected]

mailto:[email protected]

making centerbridge the cornerstone of call center financials

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