Customer Success
Wyndham Hotel Group | Print |
ImageIndustry: Travel and Hospitality
Type of contact center:  inbound/outbound
Average annual contact volume:  25.7 million
Size:  3 sites/ 1,000 agents

Background

Wyndham Hotel Group is the world's largest lodging franchisor with 6,556 open hotels representing 539,722 rooms on five continents under the Super 8®, Days Inn®, Ramada®, Travelodge®, Howard Johnson®, Knights Inn®, Villager, Wingate Inn® and AmeriHost Inn® brands. Wyndham Hotel Group’s contact center provides 24 X 7 customer service support and reservation assistance to its large customer base.

Challenge

The company’s previous workforce management system placed limitations on Wyndham’s contact center success.  The center was experiencing a lack of scheduling alternatives, low employee moral and no way to accurately monitor historical adherence. Wyndham would often experience over and under staffing of its agents during peak call intervals.  Wyndham needed a workforce management solution that could ensure that the right numbers of agents were in place at the right time to deliver outstanding customer service.

TotalView® Workforce Management from IEX gave Wyndham the tools to succeed with its accurate forecasting and scheduling, Historical Adherence and automation of workforce processes.  With TotalView, Wyndham conquered its obstacles and brought an easy-to-use solution to its operations.

Results

  • TotalView’s Historical Adherence met projected call volume requirements while simultaneously reducing the total number of staff required during peak scheduling periods, ultimately resulting in a projected annual savings of one to two percent of total labor costs
  • TotalView’s accurate forecasting and scheduling contributed to a 4.2 percent increase in revenue per call due to increased agent availability
  • Wyndham experienced a lower abandonment rate of 4.8 percent and annual average speed of answer (ASA) of 18 seconds
  • Schedule Bidding offered an alternative schedule option empowering the agents and increasing morale.
  • Wyndham expects to trim over 6000 labor hours because of TotalView’s ODBC Connectivity and Report Automation

The Bottom Line

“TotalView Workforce Management has given us more scheduling flexibility, accurate forecasting and the ability to manage in real time across multiple sites. Our revenue is up, our variable labor costs are down.”
Duke Witte, Director, Resource Planning and Management