Delta Vacations - Contact Center of the Year
Company: Delta Vacations, Minot, ND
Entry Submitted By: MLT Vacations
Company Description: Delta Vacations, managed by MLT Vacations, is a wholly-owned subsidiary of Delta Air Lines and one of the largest providers of vacation packages in the United States. Delta Vacations has been in the vacation business for more than 45 years. Delta Vacations, offers travelers convenient, one-stop shopping for custom-designed vacation packages to more than 300 of the world’s top leisure destinations.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Other Service Industries
Nomination Title: Delta Vacations Customer Engagement Center
Tell the story about what this nominated contact center achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION
Delta Vacations employs more than 300 employees in an award-winning Customer Engagement Center (CEC) in Minot, North Dakota. These employees are dedicated to providing outstanding sales and customer service.
Thoughtful, Reliable and Innovative are the attributes that drive our culture every day and are the pillars of our 2017 business plan, “We are Delta Vacations”.
We Are Thoughtful
We are personally accountable to our customers and our employees. We have their best interest at heart.
Customers continually cite the CEC as the primary reason they book Delta Vacations. They trust everyone here is invested in ensuring they have the best vacation experience possible. We did this by moving employees with a passion for sales into sales-focused positions, leaving everyone else to focus on service. As a result, our close rate has steadily increased year over year, from 13.9% in 2012 to 28.4% in 2017 – an improvement of 204%!
For our employees, the CEC offers a dynamic workplace culture, with a philosophy of “When you put employees first, they will take care of the customers.” We recognize hard work and dedication through annual employee award programs as well as offering fun, competitive activities throughout the year. As a result, we had a 94% participation rate in our 2017 employee survey, with 91% of employees indicating Delta Vacations is a great place to work, an increase of 5% over 2016.
This high level of employee engagement is exhibited by our annual retention and attrition rates. CEC employees have an average tenure of more than 7 years, with 22% of employees working for Delta Vacations for more than 15 years. We take care of friends and neighbors through community involvement. CEC employees annually spend more than 2,400 hours volunteering with different community organizations. In 2017 we donated more than 4,500 food items to the local United Way.
We Are Reliable
Delta Vacations is focused on consistency and operational excellence. To ensure we are always available to our customers, this year the CEC expanded its hours of operation to 24 hours a day, 7 days a week, 365 days a year. In addition, nearly one-third of front-line employees have the capability to work from home, thus ensuring business continuity during outages or inclement weather.
We offer a unique on-travel team who are available to customers during their vacation. This team assists customers who may experience unforeseen circumstances, including flight delays and storms, or need additional assistance in destination.
We Are Innovative
We empower our employees in their interactions with customers by providing industry leading tools, resources and training.
In 2016, we integrated a new internally built reservations booking system, replacing a 20+ year old DOS legacy system. The new system is web-based and provides enhanced tools for CEC employees to seamlessly interact with customers. It has been directly attributed to growing our in-house revenue 25% year over year.
We also utilize an award-winning, employee-friendly scheduling system which was designed to provide work-life balance. This system was developed in-house via a web application system and allows for optimal individual flexibility while ensuring business needs are met.
We believe in a philosophy of continual learning. New hires spend the first 90 days immersed in a comprehensive training program. Once in position, they will annually attend at least six recurrent classroom training opportunities. Additionally, every year more than 100 employees attend training in our most popular destinations, learning about the area firsthand.
We Are Delta Vacations
Being thoughtful, reliable and innovative in everything we do is what sets us apart. This shows in our customer interactions as well as our employee engagement and why we feel the Delta Vacations Customer Engagement Center is the 2018 Contact Center of the Year.