Hospitality & Travel

SMART KPIs: HOSPITALITY & TRAVEL

Strategic Insights

► Deploying skilled professionals with domain expertise ensures quality service—customers shouldn’t bear the cost of your BPM partner’s learning curve.

Empathy + Empowerment = Trust

► Empathy alone isn’t enough—teams must be empowered to resolve issues effectively. Customer trust strengthens loyalty when they see real action.

FCR

(First Call Resolution)

Strategic Impact
Faster issue resolution, lower operational costs

Industry Standard
75%-85%

AHT

(Average Handling Time)

Strategic Impact
Optimized agent efficiency, faster booking assistance

Industry Standard
4-6 minutes per call

CSAT

(Customer Satisfaction Score)

Strategic Impact
Increased brand reputation & direct bookings

Industry Standard
85%+ satisfaction score

NPS

(Net Promoter Score)

Strategic Impact
Higher guest loyalty & repeat business

Industry Standard
Above 50 (Positive Score)

Returns

& Compensation TAT

Strategic Impact
Higher trust, better financial processing

Industry Standard
Resolution within 3-5 business days

Service

Level & Call Abandonment

Strategic Impact
Faster response, reduced booking drop-offs

Industry Standard
80/20 Rule (80% of calls answered within 20 sec), Abandonment < 5%