BOCA RATON- August 26, 2013—Bluegreen Corporation, a leader in vacation ownership sales, marketing and hospitality, recently marked a milestone in customer service as the Indianapolis-based Bluegreen Vacations Customer Care Center celebrated its 10th anniversary.
The award-winning center—150 agents plus support staff—fields 1.2 million calls annually and serves more than 170,000 Bluegreen Vacation Club owners and thousands more trial members. Services range from making reservations at more than 60 Bluegreen Vacations resorts and 4,000 additional vacation outlets via exchange programs to helping manage owner accounts to providing upgraded owners with special concierge privileges.
A three-hour afternoon anniversary celebration was held in August. In addition to a regular quarterly performance recognition program, highlights included reminiscences, raffles, musical numbers and comedy skits—all planned, written and performed by Bluegreen associates.
Bluegreen executives in Boca Raton and Orlando, Fla., attended the celebration and paid tribute. David L. Pontius, Executive Vice President, Chief Strategy Officer and President of Bluegreen Services, told the group: “My absolute joy in working with you and with your management team is the trust I have in you. Therefore, (the future) is just a matter of where do you want to go? What would you like to be? How far do you want to do take it?”
Prior to 2003, Bluegreen had maintained a small call center in Florida and outsourced additional customer contact to RCI Inc., its Indianapolis-based third-party exchange provider. Since relocating and assuming all customer contact, the Bluegreen center has grown from 50 seats, expanded its menu of services and transformed into a profit-generator for the company. The contact center, which now also oversees email and social media contact with customers, has been recognized for excellence both inside and outside the timeshare industry. In 2012, the center was honored with a Gold Stevie Award as Customer Service Team of the Year. In 2013, the center won national CRMXcellence and Speech Technology Implementation awards.
“It’s amazing to look back on our team’s 10-year evolution, delivering millions of memorable vacations for our Bluegreen owners,” said Wendy Poe, Senior Vice President of Club Services and Chief Customer Care Officer. “We have seen an incredible growth and sophistication in our Customer Care programs, growing from a talented reservations center to an all-inclusive, full-service business responsible for all facets of club management, product education, Traveler PlusTM, financial servicing, research and customer insights. I’m so very proud of our team’s accomplishments and consider them among the most exceptional professionals I’ve had the privilege of working alongside.”