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2014 IARE Benchmarking Survey Summary

2014 IARE Benchmarking Survey Summary. Survey overview. Survey completed in Q1 2014 for 2013 results 19 member companies participated representing 51 centers Centers throughout US, Canada, and Europe (plus outsource operation locations not listed)

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2014 IARE Benchmarking Survey Summary

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  1. 2014 IARE Benchmarking Survey Summary

  2. Survey overview • Survey completed in Q1 2014 for 2013 results • 19 member companies participated representing 51 centers • Centers throughout US, Canada, and Europe (plus outsource operation locations not listed) • Three separate survey’s: Reservation Sales, Loyalty & Human Resource trends

  3. Reservation Sales 2013 average 28% 2012 average 22% 2013 average 17 2012 average 22

  4. Reservation Sales • Call Handle Time 2013 to 2014: • 30% up by 2% or more • 60% same • - 10% are down by 2% or more • Call Conversion Rates 2013 to 2014: • 55% up by 2% or more • 35% same • 10% are down by 2% or more

  5. Reservation Sales • Of those with WFH agents: • average 35% in program • 10% are reducing office facilities

  6. Contact Center Technology Adoption

  7. HR Trends 64% use an on-line pre-employment screening assessment 64% use e-learining tools 27% have an Agent Sales Commission program

  8. Loyalty Trends 30% use post call survey on loyalty calls Only one center offers 24/7 service on loyalty services. Most are 12-18hrs/day and more limited on weekends. 30% use outsourcer for loyalty services 60% have WFH agents on Loyalty Team

  9. 2014 IARE Benchmarking Survey SummaryQuestions?

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