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

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. 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

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 Summary Questions?