With December 31 looming as the final entry deadline for the 2011 Stevie Awards for Sales & Customer Service, we take a look back of one of the 2010-winning entries. Marriott Vacation Club International, based in Orlando, Florida, has been a leader in the timeshare industry for more than 25 years. MVCI won won of the customer service awards, for Contact Center of the Year (Up to 100 Seats), and here's their Stevie Award-winning nomination, entitled :Marriott Vacation Club International Owner Services - Making Vacation Dreams Come True!"
At MVCI Owner Services, the term “Spirit to Serve” reflects our genuine desire
to provide the highest standards of service to almost 400,000 timeshare Owners
representing more than half-a-million weeks.; It’s a philosophy we inherited
from our namesake and founder—Bill Marriott, Sr.—who believed that our
company’s success depends on our ability to understand our Customers and
exceed their expectations.;
Whether planning a perfect vacation or helping an Owner keep their maintenance
fee and loan accounts on track, each interaction between an MVCI Owner
Services Associate and our Owners is supported by this deep-routed Spirit to
Serve philosophy.; This standard operating procedure distinguishes us from
every other brand in the timeshare industry and enables us to establish and
maintain unforgettable relationships that last a lifetime.
;
2009 Year-to-Date Successes
MVCI Owner Services main call center is located in Salt Lake City, Utah, and
employs almost 500 associates.; Examples of 2009 year-to-date successes
include:
MVCI Timeshare Owners and Weeks;391,217 Owners ¦ 527,231 Weeks
MVCI Owner Services Associates in Salt Lake City, Utah; 481
Overall MVCI Timeshare Owner Satisfaction; 93.6% out of 100%
Phone Calls Handled; Almost 1 million
Average Speed of Answer; 36 seconds
Marriott Hotel Reservations Made; 72,122(over and above timeshare reservations)
Marriott Hotel reservations revenue generated from MVCI Owner Services; $8.3M
New Timeshare sales generated from MVCI Owner Services;;;;;; $2.6 million
Associate Engagement Survey results administered by the Gallup Organization
4.67% out of 5.0% (Considered World-class)
Turnover Rate;19% compared to 65% industry standard
