tourmark

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Volume per channel

this tracks the amount of inquiries per channel

Tourism and Hospitality Marketing

is how segments of tourism promote their products or services

Marketing

process for getting product or services out to consumers

First response time

this measure trails how fast a customer receives a response on his probe.

Response time

this is the total average of time between responses.

First contact resolution ratio

1.Divide the number of issues that has been fixed using a single response by the number that need more responses.

Replies per tickets

this shows how many replies a service team needs on average to close a ticket

Backlog Inflow/Outflow

this is the number of cases submitted compared to the number of cases closed.

Customer success ratio

a good service does not mean customer always finds what they want

“Handovers”

this tracks how many different service representatives are involved per issues.

Things gone wrong

7.– the number of complaints/failures per customer inquiry.

8.Instant service/Queuing ratio – this measures keeps track of the ratio of customers that were served promptly versus those that had wait.

Instant service/Queuing ratio

this measures keeps track of the ratio of customers that were served promptly versus those that had wait.

Average queuing waiting time

the average time those queued customers have to wait to be served

Queuing hang-ups

this considers the customers abandoned the queuing process.

Problem resolution time

this concerns the average time before an issue is fixed.

Minutes spent per call

this can give a comprehension on who are the company’s most well-organized operators.