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) Three separate survey’s: Reservation Sales, Loyalty & Human Resource trends

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

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

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

Contact Center Technology Adoption

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

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

2014 IARE Benchmarking Survey Summary Questions?