Metrics drive business
performance
Orbitz Worldwide at a Glance
Key Statistics



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
Brands
It all starts with the customer…
Call Center performance monitored daily
via a 7 day rolling report
Product 1Combined
Travelport
January
February
02/14/07
02/15/07
02/16/07
02/17/07
02/18/07
02/19/07
02/20/07
02/21/07
Totals
MTD
Wednesday
Thursday
Friday
Saturday
Sunday
Monday
Tuesday
Wednesday
Calls Offered
27,195
28,057
1,608
1,469
1,325
74
61
838
1,397
1,515
Calls Handled (CSR's)
26,248
27,384
1,590
1,439
1,266
66
59
805
1,331
1,488
Abandon Rate %
3.48%
2.40%
1.12%
2.04%
4.45%
10.81%
3.28%
3.94%
4.72%
1.78%
0:27
0:23
:29
1:13
0:35
0:51
0:15
0:26
0:49
0:15
0
0
0
0
0
0
0
0
Avg. Talk Time
5:47
5:29
5:40
5:35
5:08
5:27
5:18
5:19
5:55
3:11
Avg. After Call Work
1:23
1:43
2:12
1:30
2:06
1:20
1:52
3:05
2:17
0:55
Avg Hold Time
1:13
1:07
1:21
1:04
1:08
1:38
1:51
1:03
1:00
0:39
Avg. Handle Time
8:23
8:19
9:13
8:09
8:18
8;25
8:21
9:27
9:12
4:46
4564:47
4660:12
283:52
251:56
240:50
11:31
8:56
127:14
249:18
118:53
83
85
85
83
80
79
90
84
80
93
32:36
25:34
22:20
22:30
26:28
13:50
6:58
19:35
16:18
22:04
Call Center Statistics
Avg. Speed of Answer
Occupancy
Production Staffed Hours (hh:mm)
Service Level
Max Delay
11:00 PM
10:00 PM
9:00 PM
8:00 PM
7:00 PM
6:00 PM
5:00 PM
4:00 PM
3:00 PM
2:00 PM
1:00 PM
12:00 PM
11:00 AM
10:00 AM
9:00 AM
8:00 AM
7:00 AM
6:00 AM
Sch Open
5:00 AM
4:00 AM
Req
3:00 AM
45.00
2:00 AM
1:00 AM
12:00 AM
staff
Planning the day’s staffing requirements
Staffing (5-7-07)
50.00
Act Staff
40.00
35.00
30.00
25.00
20.00
15.00
10.00
5.00
0.00
And continues with hourly monitoring of the
queues
Enterprise Intraday Summary - Corporate Call Types
Monday, May 07, 2007
Updated through 12:00 AM
Product 1 Center 1
FAR - XXX
FAR - XXX
FAR - XXX
FAR - XXX
FAR - XXX
FAR - XXX
Offered
664
473
19
80
76
16
0
Answered
655
467
19
79
74
16
0
Product 2 Center 2
FAR - XXX
FAR - XXX
FAR - XXX
FAR - XXX
458
184
44
194
36
442
177
44
187
34
Product 2 - Center 2
BNA - xxx
BNA - xxx
BNA - xxx
BNA - xxx
124
104
11
9
0
Product 3 - Center 2
FAR - XXX
FAR - XXX
FAR - XXX
FAR - XXX
FAR - XXX
FAR - XXX
FAR - XXX
880
743
4
11
4
0
2
116
Abandoned
9
6
0
1
2
0
0
Abn %
1.4%
1.3%
0.0%
1.3%
2.6%
0.0%
0.0%
ASA
0:29
0:30
0:35
0:22
0:37
0:02
0:00
16
7
0
7
2
3.5%
3.8%
0.0%
3.6%
5.6%
0:27
0:35
0:07
0:23
0:32
85
84
85
87
84
10:14
10:31
10:39
10:25
7:12
120
101
11
8
0
4
3
0
1
0
3.2%
2.9%
0.0%
11.1%
0.0%
0:26
0:26
0:34
0:16
0:00
84
83
88
89
0
9:47
10:10
8:32
6:42
0:00
867
735
4
11
4
0
2
111
13
8
0
0
0
0
0
5
1.5%
1.1%
0.0%
0.0%
0.0%
0.0%
0.0%
4.3%
0:16
0:14
3:02
0:06
0:03
0:00
0:00
0:24
86
88
50
91
100
0
100
78
10:15
10:18
10:01
9:19
6:05
0:00
6:25
10:20
Service Level
88
84
95
100
93
100
0
AHT
12:17
12:23
16:32
12:57
11:22
5:28
0:00
And checking the details for each queue by
30 minute interval
Intraday Performance - Product 2 Center 2
Staffing
Call Volume
7-May-07
8:00 AM
8:30 AM
9:00 AM
9:30 AM
10:00 AM
10:30 AM
11:00 AM
11:30 AM
12:00 PM
Req
10.26
9.95
13.31
13.12
11.65
11.65
11.51
8.29
8.61
Sch Open
20.51
37.45
41.22
43.57
33.73
42.50
43.37
42.05
10.01
Act Staff
7.7
12.4
12.1
12.0
11.7
11.2
11.2
7.9
6.3
Totals
Shrink
Forecast
63%
14
67%
13
71%
16
72%
15
65%
13
74%
13
74%
12
81%
12
37%
14
Intraday
325
Daily
325
#REF!
#REF!
Historical Call Volume
Last week
27
24
21
23
17
20
19
20
22
544
544
2 Weeks
20
15
30
25
31
23
27
19
30
525
525
Average Handle Time
Today
852
1055
1379
836
792
761
1002
868
672
799
799
Historical
538
715
1000
849
1039
841
794
553
515
727
727
Offered
16
17
16
27
22
20
19
17
16
458
458
Handled
15
17
16
23
22
20
19
16
15
434
434
Service Level
Today
63
82
82
80
73
85
95
65
75
80
80
Historical
15
29
33
30
59
70
79
40
68
47
47
Abn %
6.3%
0.0%
0.0%
14.8%
0.0%
0.0%
0.0%
5.9%
6.3%
5.2%
5.2%
Var
14%
31%
0%
80%
69%
54%
58%
42%
14%
40.9%
Day Summary
Thursday, May 3, 2007
Finance Report – Day Summary
Trx's
Forecast Trx's
Var to Fcst
% Var to Fcst
Estimated
Revenue
Forecast Revenue
Var to Fcst
% Var to Fcst
Total OLB
xxx,xxx
xxx,xxx
xx,xxx
10%
xxx,xxx
xxx,xxx
xx,xxx
10%
Other OLB
xx,xxx
xx,xxx
x,xxx
4%
xxx,xxx
xxx,xxx
xx,xxx
4%
TP-E2E
xx,xxx
xx,xxx
x,xxx
6%
x,xxx,xxx
x,xxx,xxx
xx,xxx
6%
82%
80%
2%
n/a
xx,xxx
xx,xxx
x,xxx
11%
x,xxx,xxx
x,xxx,xxx
xxx,xxx
11%
E2E Subtotal (TP-E2E & OFB)
xxx,xxx
xxx,xxx
x,xxx
9%
x,xxx,xxx
x,xxx,xxx
xxx,xxx
8%
Total
xxx,xxx
xxx,xxx
xx,xxx
8%
x,xxx,xxx
x,xxx,xxx
xxx,xxx
8%
MTD
TP-E2E Online % of total
OFB
TRX
FORECAST
TRX
%
TRX
TRX
%
2007
2007
VAR
VAR
2006
VAR
VAR
3-May-07
3-May-07
MTD OLB - Direct
xx,xxx
xx,xxx
x,xxx
7%
xx,xxx
xx,xxx
20%
MTD OLB - Indirect
xx,xxx
xx,xxx
x,xxx
14%
xx,xxx
x,xxx
15%
MTD OLB - Others
-
-
-
n/a
-
-
n/a
xxx,xxx
xxx,xxx
xx,xxx
10%
xxx,xxx
xx,xxx
18%
xx,xxx
xx,xxx
x,xxx
4%
xxx,xxx
xxx,xxx
16%
MTD TPC Online
xx,xxx
xx,xxx
xxx
6%
xx,xxx
x,xxx
19%
MTD TPC Offline
xx,xxx
xx,xxx
xxx
5%
xx,xxx
xx,xxx
25%
Total MTD TPC
xxx,xxx
xxx,xxx
x,xxx
6%
xxx,xxx
xx,xxx
21%
MTD TP Online
xxx,xxx
xxx,xxx
x,xxx
7%
xxx,xxx
xx,xxx
20%
MTD TP Offline
xx,xxx
xx,xxx
xxx
2%
xx,xxx
x,xxx
28%
xxx,xxx
xxx,xxx
x,xxx
6%
xxx,xxx
xx,xxx
22%
xxx,xxx
xxx,xxx
x,xxx
6%
xxx,xxx
xx,xxx
21%
xxx,xxx
xxx,xxx
xx,xxx
11%
xxx,xxx
xx,xxx
20%
MONTH TO DATE E2E
xxx,xxx
xxx,xxx
x,xxx
9%
xxx,xxx
xx,xxx
21%
MONTH TO DATE
xxx,xxx
xxx,xxx
x,xxx
8%
xxx,xxx
xx,xxx
18%
4-May-06
Month To Date
Total MTD OLB
Other OLB
Total MTD TP
MONTH TO DATE TP-E2E
Total MTD OFB
COLOR CODE: Green indicates > 10% above plan, yellow is -10% to +10% of plan, and red is < -10% of plan
OrbitzTLC Center
Over 9.6MM alerts sent in the 1st quarter
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
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)