CallMiner Case Studies Bluegreen Vacations: Insights from Interaction Analytics Lead to Happier Agents and Boost Customer Satisfaction

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	Bluegreen Vacations: Insights from Interaction Analytics Lead to Happier Agents and Boost Customer Satisfaction CallMiner

Bluegreen Vacations: Insights from Interaction Analytics Lead to Happier Agents and Boost Customer Satisfaction

CallMiner

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Functions	Human Resources Sales & Marketing
Use Cases	Personnel Tracking & Monitoring Predictive Quality Analytics
Services	Data Science Services
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Functions

Human Resources

Sales & Marketing

Use Cases

Personnel Tracking & Monitoring

Predictive Quality Analytics

Services

Data Science Services

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.

About 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.

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.

Impact #1	Agent attrition reduced
Impact #2	Improved agent quality scores
Impact #3	Increased sales performance

Impact #1

Agent attrition reduced

Impact #2

Improved agent quality scores

Impact #3

Increased sales performance

Benefit #1	Improved CSAT by 26%
Benefit #2	Improved agent quality scores by 19%
Benefit #3	Increased sales performance by 48%

Benefit #1

Improved CSAT by 26%

Benefit #2

Improved agent quality scores by 19%

Benefit #3

Increased sales performance by 48%

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Overview

Bluegreen Vacations: Insights from Interaction Analytics Lead to Happier Agents and Boost Customer Satisfaction

Operational Impact

Quantitative Benefit