Trase Miller - Why Best Travel Brands Contact Centers are Onshore USA
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Trase Miller - Why Best Travel Brands Contact Centers are Onshore USA

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Research by CFI Group and by Holman, Batt, and Holtgrewe on behalf of The Global Call Center Project (2007)

Research by CFI Group and by Holman, Batt, and Holtgrewe on behalf of The Global Call Center Project (2007)

www.trase-miller.com

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Trase Miller - Why Best Travel Brands Contact Centers are Onshore USA Trase Miller - Why Best Travel Brands Contact Centers are Onshore USA Presentation Transcript

  • Trase Miller Presents
    Why Best Travel Brands Contact Centers are USA Based
    Trase Miller Technologies, Inc 2010 All Rights Reserved
  • Contents/Agenda
    Trase Miller Background
    Brief History
    Ownership and Management Structure
    Onshore vs Offshore
    Research From CFI Group
    Research From The Global Call Center Project - 2007
    Next Steps
    Trase Miller Technologies, Inc 2010 All Rights Reserved
  • Brief History
    Established in 1994 to provide exclusive contact center services and support to American Airlines Vacations
    Built out facilities and hired/trained over 800 employees
    We began taking AAV calls inside 6 months
    Multiple renewals of multi-year Agreements.
    AA relationship is partnership - Considered “trusted advisor”
    AA Relationship matured to the point of absolute trust and therefore consent/endorsement for Trase Miller to pursue business expansion
    Trase Miller an outgrowth company of MTI Vacations
    Established in 1972 – Became one of the largest, independent, domestic tour operators handling several million clients throughout its history
    MTI Vacations was consistently profitable, highly respected in the industry, and an early innovator in the development of travel technology
    Trase Miller Technologies, Inc 2010 All Rights Reserved
  • Structure, Ownership & Management
    Privately held - Wholly Owned by JFM Enterprises of which Jim Miller is the shareholder
    Jim is still involved in several businesses - day-to-day management is entrusted to seasoned business leaders
    Frank Silzer is SVP of JFM and GM of Trase Miller
    Scott Bell is Client Development @ JFM/Trase Miller
    Profitable since inception
    Management Team tenure is average 14 years
    Talented Management Team - Detail on our website
    Trase Miller Technologies, Inc 2010 All Rights Reserved
  • Key Differentiation Points
    24/7/365
    Multiple Language – Travel Context
    100% onshore – Tulsa and Virtual (20% of workforce)
    Average Agent Tenure = 6 years
    Truly Travel Experts – Over 40 Countries
    Most any destination that ever offered a FAM - We took
    Continuous Technology Improvement
    Just did extensive audit including switch upgrade
    Trase Miller Technologies, Inc 2010 All Rights Reserved
  • Onshore vs Offshore – You Decide
    Research by The CFI Group“How contact center customer satisfaction impacts the bottom line.”
    Customers who believe they have reached a contact center inside the U.S. are nearly twice as likely to recommend the organization to others, compared to those who think they are speaking with someone offshore (43%).
    Trase Miller Technologies, Inc 2010 All Rights Reserved
  • …Or Your Customers Will
    Offshore agents provide first call issue resolution to just 42% of customers, compared to 68% domestically
    U.S. call centers leave just 6% of issues unresolved, while offshore centers are unable to resolve issues for 11% of customers.
    Customers are nearly three times as likely to defect if they are serviced by an offshore contact center (20%) vs. domestic (7%).
    Trase Miller Technologies, Inc 2010 All Rights Reserved
  • Trase Miller’s Onshore Advantages
    Research by Holman, Batt, and Holtgrewe on behalf of The Global Call Center Project (2007)
    Staff Turnover: A typical call center reports a total turnover rate of 20% per year. This includes promotions, voluntary quit, retirements and dismissal. There is, however great variation in turnover, ranging from a low of 4% in Austria to 40% in India. The median turnover for USA is 28%. (Trase Miller’s 2010 YTD annualized attrition rate is 11.7%)
    Workforce Tenure: Another measure of the research shows that inexperienced workers are less productive or less able to provide quality service because they do not have the critical knowledge that more experienced workers have.
    Trase Miller Technologies, Inc 2010 All Rights Reserved
  • What We Do
    I sleep well at night knowing the Trase Miller team is on the job – One word to describe them -Dependable!
    Reservations and Service Calls
    Vacation Packages and Cruises
    Airline, Hotel and Car Rental
    Tours/Activities and VIP Concierge Services
    100% Onshore USA Midwest-based agents  (both in our facilities and virtual workforce)
    Current operations are 24/7/365
    Bilingual capabilities
    Trase Miller Technologies, Inc 2010 All Rights Reserved