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Metrics drive business performance. Orbitz Worldwide at a Glance 1,700 employees, 1,700 contractors/outsourced ~1,000 domestic ~700 international ~1,700.

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Presentation on theme: "Metrics drive business performance. Orbitz Worldwide at a Glance 1,700 employees, 1,700 contractors/outsourced ~1,000 domestic ~700 international ~1,700."— Presentation transcript:

1 Metrics drive business performance

2 Orbitz Worldwide at a Glance 1,700 employees, 1,700 contractors/outsourced ~1,000 domestic ~700 international ~1,700 outsourced positions primarily in customer service and technology 3 primary locations Chicago (Global Headquarters) London (ebookers Headquarters) Sydney (Flairview Headquarters) Four owners in four years Airlines, Public, Cendant, Blackstone Key StatisticsBrands

3 It all starts with the customer… Call Center performance monitored daily via a 7 day rolling report Travelport CombinedJanuaryFebruary02/14/0702/15/0702/16/0702/17/0702/18/0702/19/0702/20/0702/21/07 TotalsMTDWednesdayThursdayFridaySaturdaySundayMondayTuesdayWednesday Call Center Statistics Calls Offered 27,19528,0571,6081,4691,32574618381,3971,515 Calls Handled (CSR's) 26,24827,3841,5901,4391,26666598051,3311,488 Abandon Rate % 3.48%2.40%1.12%2.04%4.45%10.81%3.28%3.94%4.72%1.78% Avg. Speed of Answer 0:270:23:291:130:350:510:150:260:490:15 Occupancy 00000000 Avg. Talk Time 5:475:295:405:355:085:275:185:195:553:11 Avg. After Call Work 1:231:432:121:302:061:201:523:052:170:55 Avg Hold Time 1:131:071:211:041:081:381:511:031:000:39 Avg. Handle Time 8:238:199:138:098:188;258:219:279:124:46 Production Staffed Hours (hh:mm) 4564:474660:12283:52251:56240:5011:318:56127:14249:18118:53 Service Level 8385 83807990848093 Max Delay 32:3625:3422:2022:3026:2813:506:5819:3516:1822:04 Product 1

4 Planning the days staffing requirements

5 And continues with hourly monitoring of the queues

6 And checking the details for each queue by 30 minute interval

7 Day Summary Thursday, May 3, 2007 Finance Report – Day Summary MTDTrx'sForecast Trx'sVar to Fcst% Var to Fcst Estimated RevenueForecast RevenueVar to Fcst% Var to Fcst Total OLB xxx,xxx xx,xxx10%xxx,xxx xx,xxx10% Other OLB xx,xxx x,xxx4%xxx,xxx xx,xxx4% TP-E2E xx,xxx x,xxx6%x,xxx,xxx xx,xxx6% TP-E2E Online % of total82%80%2%n/a OFB xx,xxx x,xxx11%x,xxx,xxx xxx,xxx11% E2E Subtotal (TP-E2E & OFB) xxx,xxx x,xxx9%x,xxx,xxx xxx,xxx8% Total xxx,xxx xx,xxx8%x,xxx,xxx xxx,xxx8%

8 TRXFORECAST TRX % % 2007 VAR 2006 VAR 3-May-07 4-May-06 Month To Date MTD OLB - Direct xx,xxx x,xxx7% xx,xxx 20% MTD OLB - Indirect xx,xxx x,xxx14% xx,xxx x,xxx15% MTD OLB - Others - - -n/a - - Total MTD OLB xxx,xxx xx,xxx10% xxx,xxx xx,xxx18% Other OLB xx,xxx x,xxx4% xxx,xxx 16% MTD TPC Online xx,xxx xxx6% xx,xxx x,xxx19% MTD TPC Offlinexx,xxx xxx5% xx,xxx 25% Total MTD TPCxxx,xxx x,xxx6% xxx,xxx xx,xxx21% MTD TP Online xxx,xxx x,xxx7% xxx,xxx xx,xxx20% MTD TP Offline xx,xxx xxx2% xx,xxx x,xxx28% Total MTD TP xxx,xxx x,xxx6% xxx,xxx xx,xxx22% MONTH TO DATE TP-E2E xxx,xxx x,xxx6% xxx,xxx xx,xxx21% Total MTD OFB xxx,xxx xx,xxx11% xxx,xxx xx,xxx20% MONTH TO DATE E2E xxx,xxx x,xxx9% xxx,xxx xx,xxx21% MONTH TO DATE xxx,xxx x,xxx8% xxx,xxx xx,xxx18% COLOR CODE: Green indicates > 10% above plan, yellow is -10% to +10% of plan, and red is < -10% of plan

9 OrbitzTLC Center Over 9.6MM alerts sent in the 1st quarter

10 OrbitzTLC Alerts Implemented on Orbitz for Business in 2005 Proactive messages keeping travelers one step ahead by notifying them of changes, delays, cancellations, etc to either cell or PDA Monitored by former air traffic controllers

11 Care Center Metrics Continuous monitoring of: FAA Site (predictive delays by former air traffic controllers) Weather outlets (analyst predict and are monitored on their accuracy) Admin tools (service levels on messaging throughput)

12


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