Sundance Vacations Named Stevie Awards Finalists
This year the company has been named finalists in the both the Contact Manager of the Year and the Contact Center of the Year categories. Both nominations came from Sundance Vacations’ Hazleton call center.
Manager Lisa Merola has guided the office and its staff to becoming one of the best and most cost effective pieces of the business. Merola noticed that her staff was focused mainly on new business leads rather than looking at some of the thousands of entries that were already in the system.
Merola knew that the new leads, which can cost the company almost $5 to $6 each to produce, could be removed and the contact office could still flourish. Training her team to nurture the leads already in the system and show them the value of each one has saved the company money, time and built a better way of doing things.
The Hazleton office of Sundance Vacations did not suffer a morale loss of any kind during the transitional phase, instead they faced the challenge head on, and succeeded. In fact, when offered the chance to return to using new leads, they turned it down. This kind of thinking is what keep Sundance Vacations a leader in the Travel Industry. The management and staff of the Hazleton call center worked very hard over this past year and we are proud to see them nominated for these awards!
Sundance Vacations management and staff will attend the awards ceremony that will take place at the Bellagio in Las Vegas, Nevada on February 27. All finalists will be named either a Gold, Silver or Bronze winner, check back to our news site for more information on the results.
Sundance Vacations is not new to the Stevie Awards conversation.
Last year the company finished with a Gold and Bronze level award for the year of 2013. The Client Resolution department was awarded the Gold award for their work in saving the company money while they also helped to solve a number of customer problems that could lead to delinquency and unhappy customers.
The Customer Service team finished at the Bronze level last year for their amazing commitment to improving our customer’s experiences. Their caring approach and ability to solve customers’ problems led to a 34% reduction in the number of complaints in 2013.
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