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2014 IARE Benchmarking Survey Summary: Trends in Reservation Sales, HR, and Loyalty Services

The 2014 IARE Benchmarking Survey provides insights into key trends observed in 2013, based on data from 19 member companies operating 51 centers across the US, Canada, and Europe. The survey, conducted in Q1 2014, covers three main areas: Reservation Sales, Loyalty, and Human Resource trends. Notable findings include a rise in Reservation Sales from 22% to 28%, with call handle times and conversion rates studied over the year. The report also highlights technology adoption and work-from-home agent trends in the contact center industry.

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2014 IARE Benchmarking Survey Summary: Trends in Reservation Sales, HR, and Loyalty Services

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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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