World Class Contact Center Reporting and Monitoring for Reservation Managers

Sterling Resorts improves reporting and reservation agent efficiency after switching to TRACK

  • Location Gulf Coast, Florida, USA
  • Type Vacation Rental
  • Units 550
  • Products TRACK PULSE, TRACK CRM
  • Outbound Revenue $900K+

The Challenge

Anna Owens is the Reservation Manager at Sterling Resorts, a leading vacation rental, and resort property manager in the Destin / 30A area of Northwest Florida with around 500 rentals from Panama City Beach to Destin. Before making the switch to TRACK, Sterling Resorts was using NAVIS to outsource reservation sales. In 2016, Sterling decided to build a best of breed reservations contact center in-house. They chose TRACK as the software platform and TravelNet Solutions as the partner to accomplish this project. In implementing TRACK, Sterling Resorts was able to save $100,000’s in annual costs, increase direct conversions, improve performance, enhance guest services and satisfaction and provide a scalable vacation planning sales center for future growth.

“TRACK has improved our day-to-day operations by monitoring agent’s numbers.”

The Solution

Data-Driven Contact Center

The key to effective management is having the data to make decisions. TRACK Pulse gives Anna the contact center reporting and monitoring that she needs to be optimize the performance of her reservations team. She is able to see numbers based on the overall company, specific reservations teams or individual agents. By displaying the data to the agents they are able to compare themselves to other agents, creating a friendly yet competitive culture within reservation sales. This gamification creates a collaborative and results-driven environment.

“TRACK has improved our day-to-day operations by monitoring agent’s numbers. I pull their individual numbers weekly and I post them throughout the call center so everyone knows their conversion numbers, everybody knows their sales, how many outbound calls that they’ve made and converted into a sale. And so not only do I show it to to them (individually) but I show it to the whole call center so everybody can be a team. So it kind of helps everybody have a friendly competitive theme throughout the call center. It’s great, and without TRACK Pulse I wouldn’t have that.”

High-Performance Tools

It is paramount to provide agents with detailed analytics and tools to measure their performance. With TRACK Pulse, the Sterling team is able to set agents up for success with a suite of performance metrics such as inbound conversion rate, one call conversion rate, booked revenue reporting by direction (inbound vs outbound) revenue per call, revenue per lead and more. Our call recording and scoring capabilities help managers to review actual agents calls for better coaching and one on ones. This process helps agents to improve best practices and increase conversion rates. Sterling is also able to route calls to specific agents depending on the call type, or who the contact spoke to previously. Having TRACK helps agents build relationships with travelers, improving customer service and increasing revenue per call.

“It helps me see who is taking too long on a call, who is better at sales, who’s better at doing outbound cold calling, who’s just better at closing the deal on an incoming call. Pulling those kind of numbers from our reservations system, I know what agent to give an outbound call and I know what agent to have just answering incoming calls.”

Another aspect of TRACK’s contact center reporting that helps agents succeed is the real-time data that is shown during an incoming call from a previous contact. They can immediately see who the contact is, their past notes, stay history, and any other profile information. It not only helps the agents succeed but creates a much better experience for the caller.

“TRACK is great because it does hold onto [data from] our past guests so when they do call in again, their name pops up and we can then get on a more personal level because that is hard to do on the phone sometimes.”

Real-Time Monitoring

With TRACK Pulse, Sterling Resorts can see how their contact center is performing in real time. The status board shows agents and managers the current status of the contact center. It shows how long callers have been waiting, how many calls are in queue and real-time abandonment and conversion rates. This helps agents know what is going on and how they can plan out their day.

“I have a huge TV screen up in the call center and I have the status board up there at all times. So [agents] know our abandon rate, they know our conversion rate and they know when our calls are coming in — so it’s good for them to know how to plan out their day: when they can take their breaks, when they can run to the bathroom real fast, go get a cup of coffee. The status board is constantly used throughout the day and it’s great that I can do it from anywhere. I can monitor my call center whether I’m in my office, whether I’m in my home office, whether I’m in my car. I use it everywhere I am.”

Call Tracking
Call Recording
Smart Call Routing
Agent Conversion Tracking
Lead Management System
PMS Data Sync
Dedicated Customer Success
Call Center Reporting Module

“TRACK is great because it does hold onto data from our past guests so when they do call in again, their name pops up and we can then get on a more personal level.”

The End Result

Overall TRACK has helped Sterling Resorts increase revenue with it’s contact center reporting and monitoring by tracking the overall performance of the contact center and individual agents.

“I feel like TRACK was definitely the best choice for our business. It’s very easy to communicate, it’s easy in training, it’s easy to learn so TRACK is definitely a great choice for our company.”

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