Why Best Travel Brands Contact Centers are USA Based

Trase Miller Technologies, Inc 2010 All Rights Reserved

Trase Miller PresentsWhy Best Travel Brands Contact Centers are USA Based


Contents/Agenda

Trase Miller BackgroundBrief HistoryOwnership and Management Structure

Onshore vs OffshoreResearch From CFI GroupResearch From The Global Call Center Project -

2007

Next Steps


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


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 MillerScott Bell is Client Development @ JFM/Trase Miller

Profitable since inception

Management Team tenure is average 14 years Talented Management Team - Detail on our website


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


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%).

http://www.cfigroup.com/


…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’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.


What We Do

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

I sleep well at night knowing the Trase Miller team is on the job – One word to describe them -Dependable!