Hyatt Operational Assessment and Improvement Case Study

This case study details Hyatt Hotels Corporation's engagement with COPC Inc. to benchmark its North America contact center operations. The objective was to obtain an objective assessment of Hyatt's performance in comparison to best practices in the industry. The assessment involved interviews, operational observations, and performance data analysis. Key findings included opportunities for increasing conversion rates, improving response times for loyalty program members, and enhancing training processes. Following the assessment, Hyatt implemented recommendations that led to significant improvements, including a 3.2 percentage point increase in conversion rates and a reduction in abandonment rates. The focus on 'sales through service' not only enhanced customer satisfaction but also generated millions in incremental revenue. The case study illustrates Hyatt's commitment to continuous improvement and customer service excellence through structured operational assessments and targeted actions.