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Metrics drive business performance

Metrics drive business performance. Orbitz Worldwide at a Glance. Key Statistics. Brands. 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

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Metrics drive business performance

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  1. Metrics drive business performance

  2. Orbitz Worldwide at a Glance Key Statistics Brands • 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

  3. It all starts with the customer… Call Center performance monitored daily via a 7 day rolling report Product 1

  4. Planning the day’s staffing requirements

  5. And continues with hourly monitoringof 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

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

  9. 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

  10. 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)

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