Bluegreen Vacations: Insights from Interaction Analytics Lead to Happier Agents and Boost Customer Satisfaction
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- CallMiner Eureka Interaction Analytics
- CallMiner myEureka Feedback Portal
Tech Stack
- Interaction Analytics
- Automated Performance Portal
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Functions
- Sales & Marketing
- Human Resources
Use Cases
- Predictive Quality Analytics
- Personnel Tracking & Monitoring
Services
- Data Science Services
About The Customer
Bluegreen Vacations is a timeshare and vacation club management company headquartered in Boca Raton, FL. In 2013 it was honored as an innovator after its award-winning CallMiner Eureka interaction analytics rollout helped produce a 26 percent improvement in customer satisfaction scores, a 19 percent increase in agent quality scores and a 48 percent increase in collections, which all contributed to turning its contact center operations from a cost center to a profit center. Implementing interaction analytics produced full return-on-investment (ROI) in the first year. The company wanted to give the managers and quality assurance (QA) staff at its 175-seat call center in Indianapolis insight that could improve hiring, training and coaching to reduce turnover.
The Challenge
Bluegreen Vacations, a timeshare and vacation club management company, was facing a high agent attrition rate in its 175-seat call center in Indianapolis. The churn was particularly high in the first month as new employees often discovered that the life of a call center agent wasn’t what they thought it would be. The churn rate settled after the first month, but then approximately doubled starting in month five. Bluegreen was convinced that its CCR attrition reduced morale, increased the cost of running the contact center and ultimately had a significant impact on customer experience results. The company wanted to give the managers and quality assurance (QA) staff insight that could improve hiring, training and coaching to reduce turnover.
The Solution
Bluegreen decided to use CallMiner Eureka Interaction Analytics and CallMiner myEureka Feedback Portal to monitor contact center representatives on several key performance indicators (KPIs), which include: Agent Quality Index downtrends, Survey scores (free form comments), Attendance patterns, Attitude, Tone, listening skills, agent ownership. Results are compiled into scorecards that reflect performance at the agent and group levels. The scoring enables contact center operators to instantly identify potential problems or trends. Eureka reporting features make it easy to track agent performance over time. Bluegreen also uses the Ranking Data output from the CallMiner myEureka portal to encourage agents to perform and compete beyond making their minimum targets. Access to rank data for each metric and key performance drivers motivates a competitive culture for high performance, which Bluegreen uses in multiple ways.
Operational Impact
Quantitative Benefit
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