Trase Miller Presents<br />Why Best Travel Brands Contact Centers are USA Based <br />Trase Miller Technologies, Inc  2010...
Contents/Agenda<br />Trase Miller Background<br />Brief History<br />Ownership and Management Structure<br />Onshore vs Of...
Brief History <br />Established in 1994 to provide exclusive contact center services and support to American Airlines Vaca...
Structure, Ownership & Management<br />Privately held - Wholly Owned by JFM Enterprises of which Jim Miller is the shareho...
Key Differentiation Points<br />24/7/365<br />Multiple Language – Travel Context <br />100% onshore – Tulsa and Virtual (2...
Onshore vs Offshore – You Decide<br />Research by The CFI Group“How contact center customer satisfaction impacts the botto...
…Or Your Customers Will <br />Offshore agents provide first call issue resolution to just 42% of customers, compared to 68...
Trase Miller’s Onshore Advantages<br />Research by Holman, Batt, and Holtgrewe on behalf of The Global Call Center Project...
What We Do <br />I sleep well at night knowing the Trase Miller team is on the job – One word to describe them  -Dependabl...
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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)

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

  1. 1. Trase Miller Presents<br />Why Best Travel Brands Contact Centers are USA Based <br />Trase Miller Technologies, Inc 2010 All Rights Reserved<br />
  2. 2. Contents/Agenda<br />Trase Miller Background<br />Brief History<br />Ownership and Management Structure<br />Onshore vs Offshore<br />Research From CFI Group<br />Research From The Global Call Center Project - 2007<br />Next Steps <br />Trase Miller Technologies, Inc 2010 All Rights Reserved<br />
  3. 3. Brief History <br />Established in 1994 to provide exclusive contact center services and support to American Airlines Vacations <br />Built out facilities and hired/trained over 800 employees <br />We began taking AAV calls inside 6 months<br />Multiple renewals of multi-year Agreements. <br />AA relationship is partnership - Considered “trusted advisor” <br />AA Relationship matured to the point of absolute trust and therefore consent/endorsement for Trase Miller to pursue business expansion <br />Trase Miller an outgrowth company of MTI Vacations<br />Established in 1972 – Became one of the largest, independent, domestic tour operators handling several million clients throughout its history <br />MTI Vacations was consistently profitable, highly respected in the industry, and an early innovator in the development of travel technology<br />Trase Miller Technologies, Inc 2010 All Rights Reserved<br />
  4. 4. Structure, Ownership & Management<br />Privately held - Wholly Owned by JFM Enterprises of which Jim Miller is the shareholder <br />Jim is still involved in several businesses - day-to-day management is entrusted to seasoned business leaders<br />Frank Silzer is SVP of JFM and GM of Trase Miller<br />Scott Bell is Client Development @ JFM/Trase Miller <br />Profitable since inception<br />Management Team tenure is average 14 years <br />Talented Management Team - Detail on our website<br />Trase Miller Technologies, Inc 2010 All Rights Reserved<br />
  5. 5. Key Differentiation Points<br />24/7/365<br />Multiple Language – Travel Context <br />100% onshore – Tulsa and Virtual (20% of workforce) <br />Average Agent Tenure = 6 years <br />Truly Travel Experts – Over 40 Countries <br />Most any destination that ever offered a FAM - We took<br />Continuous Technology Improvement <br />Just did extensive audit including switch upgrade<br />Trase Miller Technologies, Inc 2010 All Rights Reserved<br />
  6. 6. Onshore vs Offshore – You Decide<br />Research by The CFI Group“How contact center customer satisfaction impacts the bottom line.”<br />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%). <br />Trase Miller Technologies, Inc 2010 All Rights Reserved<br />
  7. 7. …Or Your Customers Will <br />Offshore agents provide first call issue resolution to just 42% of customers, compared to 68% domestically<br />U.S. call centers leave just 6% of issues unresolved, while offshore centers are unable to resolve issues for 11% of customers. <br />Customers are nearly three times as likely to defect if they are serviced by an offshore contact center (20%) vs. domestic (7%).<br />Trase Miller Technologies, Inc 2010 All Rights Reserved<br />
  8. 8. Trase Miller’s Onshore Advantages<br />Research by Holman, Batt, and Holtgrewe on behalf of The Global Call Center Project (2007)<br />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%)<br />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. <br />Trase Miller Technologies, Inc 2010 All Rights Reserved<br />
  9. 9. What We Do <br />I sleep well at night knowing the Trase Miller team is on the job – One word to describe them -Dependable!<br />Reservations and Service Calls <br />Vacation Packages and Cruises<br />Airline, Hotel and Car Rental<br />Tours/Activities and VIP Concierge Services<br />100% Onshore USA Midwest-based agents  (both in our facilities and virtual workforce)<br />Current operations are 24/7/365 <br />Bilingual capabilities<br />Trase Miller Technologies, Inc 2010 All Rights Reserved<br />

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