Classic Holidays services the needs of over 65,000 member families from its headquarters on Queensland’s Gold Coast and provides over forty club property resorts throughout Australia and New Zealand alone.
Central to its Classic’s operation is a mission critical call centre that employs in excess of fifty agents; made up of very experienced consultants with extensive backgrounds in travel and resort management. Leading this team and brining over 20 years of contact centre experience, Mark Dobbie caries the responsibility of making it all work.
“My team are highly professional consultants who are there to provide the very best experience and value to our members” says Mark.
In servicing incoming enquiries from Classic Holiday members, providing added value through cross sell and up sell is a necessary skillset for the members services team. Value added services benefit the member, and at the same time allows the business to generate critical sales revenue to maintain growth in an increasingly competitive market.
“The experience our members get when then call us is imperative, and our ability to provide additional value in the form of products and services when they make contact is a true measure of how well we are doing. CallN takes away the guesswork, and does something that would take at least ten additional people we don’t have”
For Classic Holidays, managing and training his team to cross sell and upsell was a challenge. Mark knew that in instances where members were offered value added services, the take up was both consistent and predictable; to a point where a value on each call could be derived on every call opportunity. The one critical historical problem however was Mark’s inability to know who of his team members were offering the services and who weren’t. Without having the time or resources to manually listen to thousands of calls to establish this, Mark explored the extended features available in CallN to address this challenge.
CallN worked with Mark to establish powerful scoresheets to asses each call based on the spoken word and soon had daily visibility of who was on track with selling and who needed some help. This enabled the operation conduct coaching activities that were targeted, using the CallN Scoresheet output. The time and productivity gains have been significant and demonstrated a strong return on investment to the service.