My Call Center Solutions

CASE STUDY

Resort Collection
Panama City Beach, Florida
Resort Collection is one of the largest vacation rental management companies in Panama City Beach, FL.

Services vacation rentals in 14 different resort properties in Northwest Florida.

Employs 500 people.
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CASE STUDY - RESORT COLLECTION

In 2019 Resort Collection chose to outsource its call center agents to Call Center Solutions in Jamaica.

RESORT
COLLECTION
2018

Conversion Rate
27.00%
Abandoned Call Rate

10.68%

CALL CENTER
SOLUTIONS
2019

Conversion Rate
31.90%
Abandoned Call Rate

6.14%

CALL CENTER
SOLUTIONS
2020

Conversion Rate
42.80%
Abandoned Call Rate

8.89%

CALL CENTER
SOLUTIONS
2021

Conversion Rate
57.62%
Abandoned Call Rate

8.85%

The global pandemic in 2020 and 2021 did cause disruption in multiple ways including extensive mandatory curfews in Jamaica, causing business closures over weekends. Despite this, CCS agents managed to continue to improve Resort Collection’s conversion and abandoned call rates all while decreasing the labor burden significantly. Additionally, Jamaica continues to loosen restrictions as the world recovers from COVID-19.

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