I need to create a spreadsheet for our customer service managers to use to start tracking their time and activity by product. Currently we only track their time spent on customer accounts and activities but we do not capture the actual production of their work so it is difficult for us to manage productivity and efficiencies without this data.
We are thinking that we may need to update the way we are tracking this information with a simple spreadsheet that allows the service manager to do the following:
1. enter customer name
2. billable time and actual output (deliverable) for that customer (i.e.; 2 hours producing 1 report, 1 hour attending 1 customer meeting, 1 hour spent attending customer conference call, 1 hour spent working on 2 SLA management issues, 3 hours spent working on the resolution of 5 trouble tickets.
3. also would like to track their “unbillable time” such as vacation, sick time, internal activities (again with production of those activities)
Does anyone know if something fairly exists that we could easily modify to our environment? At the end of the day we need to roll this out to nearly 425 employees and then be able to systematically track this on a weekly basis.
Any recommendations?
We are thinking that we may need to update the way we are tracking this information with a simple spreadsheet that allows the service manager to do the following:
1. enter customer name
2. billable time and actual output (deliverable) for that customer (i.e.; 2 hours producing 1 report, 1 hour attending 1 customer meeting, 1 hour spent attending customer conference call, 1 hour spent working on 2 SLA management issues, 3 hours spent working on the resolution of 5 trouble tickets.
3. also would like to track their “unbillable time” such as vacation, sick time, internal activities (again with production of those activities)
Does anyone know if something fairly exists that we could easily modify to our environment? At the end of the day we need to roll this out to nearly 425 employees and then be able to systematically track this on a weekly basis.
Any recommendations?
