Indianapolis, IN – September 3, 2013—Bluegreen Corporation, a leading vacation ownership marketing, sales and hospitality company, announced today that its Bluegreen Vacations Customer Care Center was honored with two technology awards. The 200-associate team finished first in the Best Use of Analytics category of the CRMXcellence Challenge competition and also won Speech Technology Magazine’s 2013 Speech Industry Implementation Award.
The Indianapolis-based customer care center, which celebrated its 10th anniversary in summer 2013, fields 1.2 million calls a year. Its agents provide service and support to more than 170,000 owners in the Bluegreen Vacation Club, a flexible, points-based vacation ownership plan, plus thousands more potential owners. The services range from making reservations at more than 60 Bluegreen Vacation Club resorts and 4,000 other vacation outlets via third-party exchanges, to helping owners manage their accounts, to performing special concierge services for upgraded owners.
The Best Use of Analytics award honors Bluegreen for optimally integrating technology and other services to produce more efficient service and satisfying resolutions. Data derived from speech analytics, post-call satisfaction surveys and social media help associates better understand owner trends and reactions and to predict and better meet owner needs. Correlated customer data now drives everything from agent staffing levels to coaching for agents’ use specific owner-pleasing phrases. In 2012, all pertinent call center productivity metrics rose over the previous year.
The Implementation Award relates specifically to the impact of the CallMiner Eureka speech analytics tool. CallMiner converts the spoken voice to searchable text, which reveals useful call patterns based on a lexicon library customized by Bluegreen analysts.
In 2012, the Indiana-based team won two Gold Stevie® awards. Collectively, the group was recognized as Customer Service Team of the Year. Individually, Vice President of Club Services Angela Blevins was honored as Customer Service Leader of the Year. In addition, the American Resort Development Association (ARDA) recognized the team in 2012 as the best call center less than 200 seats.
“Winning the CRM and ‘Speech Tech’ award is another milestone accomplished for Bluegreen Club Services,” Blevins said. “Over the past few years, we have been fortunate to earn several prestigious industry awards. We’ve demonstrated we have many talented and dedicated individuals within Club Services. With the two recent awards, Club Services has achieved even more success through our talent and technology.”