Customer Success
RCI | Print |
RCI, a Wyndham World Wide company, pioneered the concept of exchange vacations over 30 years ago. Today, more than 3 million members worldwide enjoy dream vacations at the nearly 4,000 resorts affiliated with RCI. To provide its members with excellent service, RCI uses the IEX® TotalView® Workforce Management system, a NICE SmartCenter solution, to schedule and manage its 1,500 agents across its five contact center locations.

Prior to installing IEX TotalView, RCI used an internal database to handle its workforce management needs. Upon installing the IEX TotalView solution, RCI quickly improved agent adherence, scheduling efficiency and process automation.

Substantial Cost Savings

At the time of implementation, RCI schedule adherence averaged 78 percent. Soon after implementing the IEX TotalView Real-Time Adherence and WebStation™ Schedule Viewer modules, it rose to 89 percent, resulting in an annual cost savings of $400,000. Another $400,000 in cost savings resulted from redirecting 11 percent of the calls from one unit to another, a solution made possible by the IEX TotalView Multiskill feature.

Significant Productivity Improvements

The benefits extend beyond cost savings into on-the-job productivity improvements and increased job satisfaction. Before implementing IEX TotalView, RCI printed and delivered hard copies of the schedules to agents each week. Schedule adjustments were verbally communicated and were handwritten on printed schedules. The WebStation Schedule Viewer feature revitalized the process, delivering bi-monthly schedules electronically to agents’ desktops. Now, agents request schedule changes that, once approved, automatically appear in their schedules. This process improvement allowed RCI to reallocate $10,000 of resource time.

And, with the Time Off Manager feature, paid time off requests are approved in real time. Agents may review time off allocations for the entire year which has reduced waitlist requests by more than 50 percent. These changes have contributed to a 50 percent increase in overall agent satisfaction at RCI.

Client Profile:

Sector: Travel
Contact Types: Inbound and Outbound Voice
Number of Centers: 5
Avg. Annual Contact Volume: 10.2 Million inbound; 2.4 Million outbound
Agents: 1500
Number of WFM Staff:  42
Type of ACD: Avaya
Hours of Operation: 7:00 am to 11:00 pm M-F; 9:30 am to 6:00 pm Saturday and Sunday
Quality Monitoring: NICE Perform
Website: http://www.rci.com/RCIW/

Worldwide leader in vacation exchange and a provider of travel services to businesses and consumers.

Benefits

  • Realized $400,000 in cost-savings with the Real-Time Adherence and WebStation Schedule Viewer
  • Achieved $400,000 in cost-savings with the IEX TotalView Multiskill feature
  • Automated the schedule management process, which resulted in $10,000 resource time savings
  • Automated time off requests, which reduced waitlist requests by 50 percent