- Vacation Exchange
- Provider Over 2.5 million members
- 2,000+ Travel Consultants worldwide
The client is a business unit that provides vacation exchange services to members and is part of a larger travel services company.
Vacation exchange services are provided from four call center locations, each in a different country. These centers also service other business units within the parent company; consequently the business unit did not have direct managerial responsibilities for the call center operations.
The business unit management wanted to address significant variations in sales performance across sites but had been unsuccessful in overcoming the organizational and cultural barriers that were present.
The client engaged us to help break through these barriers and bring the performance of all sites up to that of the best center.
We focused on aligning the business unit management and call center management on performance goals and objectives. We then put the management tools in place to allow each organization to meet their commitments.