Metrics drive business performance

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Metrics drive business performance
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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

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It all starts with the customer Call Center
performance monitored daily via a 7 day rolling
report
Product 1
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Planning the days staffing requirements
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And continues with hourly monitoring of the queues
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And checking the details for each queue by 30
minute interval
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Day Summary Thursday, May 3, 2007 Finance
Report Day Summary
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OrbitzTLC Center
Over 9.6MM alerts sent in the 1st quarter
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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

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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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