MIND QA IMPROVES CONVERSION & URN FOR

GLOBAL HOSPITALITY CHAIN

ABOUT THE CLIENT
OYO Hotels & Homes is one of the fastest-growing global hotel chains, with 23,000 hotels in over 800 cities spanning
across 18 countries. They focus on bringing trusted accommodation and affordability together with instantaneous
bookings. The client contacted us for a call analysis tool that could help them track and monitor agent performance and
customer experience over multiple metrics.

CHALLENGES THEY FACED

OYO was facing a high cancellation rate and needed data-backed
reports that can determine the weak links in agent performance to
devise a solution based on analytics. We further analyzed the
challenges they were facing and narrowed down on these major issues.

Low URN: URN (used room nights) is the most important KPI for
any business in the hospitality industry. Higher URN means a lower
cancellation rate and longer occupancy tenure per customer.
Unfortunately, OYO faced a low URN rate, which severely impacted
the conversion.

Average CX: OYO couldn’t track customer booking experience on

the KPI due to manual quality analysis and low feedback
generation. Quality reports based on just 2-3% of audited
calls/customer communications weren’t enough.

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HOW WE DELIVERED
We proposed Mind QA, our own call analysis software, which can audit 100% of the calls in real-time. Our evaluation of
the use of Mind QA for the client was based on the following features of the solution.

Mind QA: It is one of the leading call center quality assurance software. The solution audited calls with
automated speech-to-text technology and created reports on the output quality based on the various
keywords and metrics.

Mind QA also recorded responses for behavioral patterns to analyze customer expectations and market
trends. These reports and analytics helped the client make data-backed decisions to reduce
cancellations and increase conversions.

In order to enhance customer experience and satisfaction, the system prompted tips in real-time based
on the customer queries. It also maintains a quality scorecard for the agents, giving them ample data and
opportunities to be self-sufficient.

RESULTS

48% 39.4% 32%

Drop in customer URN rate, up from Net conversion
cancellation 24.4% rate, up from 24%

© Copyright 2022 Omind Technologies All Rights Reserved

ABOUT MIND QA
The Mind QA is an AI-backed call center
QA software that lets businesses
enhance their customer experience and
satisfaction with real-time quality
monitoring and assurance. The
software solution analyzes speech
content with Voice3D technology, and
NLP (natural language processing) to
enhance communication quality.

© Copyright 2022 Omind Technologies All Rights Reserved