Best Practice Speed Sharing

Accor Hotels Global Reservation Centre is located in Moncton, NB and has a team of 210 Reservation Sales Agents, including 97 Home-Based Agents. The centre is open 24/7 and handles 1.8 million calls annually and represents over 6000 hotels worldwide. 2017 Best Practices Implementation of Intradiem Amazing Race/#ownit Initiative Individualized Coaching

Implementation of Intradiem Intradiem is a real-time solution which turns agent idle time into productive time. With a service level goal of 85/10 and an average occupancy rate of 75%, our objective was to effectively use agent idle time representing over 10,000 payroll hours of phone work, to complete training and tasks without compromising the luxury customer experience enjoyed by our hotel guests and our current telephone service goal. Year to date yielded over 25,000 sessions being delivered to agents, ranging in duration of 2 to 15 minutes and representing a transformation of idle time to productive time equaling ninety-eight minutes per agent per month. Best of all, the agents love it! A common theme rang through in a recent agent survey on their impression of the Intradiem solution: “Absolutely, takes stress off. I enjoy having the few minutes to learn more about my job, this aids in my selling skills.” ACCORHOTELS | Distribution Overview Oct 19, 2016

Workforce Management Practices Implementation and use of new innovative technology, Intradiem Task Management. Intradiem is a real-time solution which turns agent idle time into productive time. With a service level goal of 85/10 and an average occupancy rate of 75%, our objective was to effectively use agent idle time representing over 10,000 payroll hours of phone work, to complete training and tasks without compromising the luxury customer experience enjoyed by our hotel guests and our current telephone service goal. From the Intradiem website: “Task Management gives you the flexibility to quickly develop employees and provide a variety of assignments throughout their day. The end result is a workforce that’s happy, productive and prepared for any customer request and a business that runs smoothly, meets service expectations and saves money.”

Amazing Race/#OWNIT initiative

Monthly Service Stops

11/22/2018

Weekly Pit Stops – Fall 2017 Images ACCORHOTELS | Distribution Overview Oct 19, 2016

Winner Communications ACCORHOTELS | Distribution Overview Oct 19, 2016

#OWNIT blog 11/22/2018

Individualized coaching

Agent testimonials Does Intradiem help you do a better job? 90% said yes! “It allows me to really thoroughly read and pay attention to the information due to having the time scheduled, I no longer have to try to retain information in between calls.” “I like that it reminds me of my breaks. I also like the training component, especially the hotel videos. It's a cheery reminder of the beautiful products we are selling.” “It helps with product knowledge I may not have been aware of previously.” “Management is able to provide updates that only take a few minutes. I feel like this could be missed in an email. I love how it prompts me to go and read / watch the videos.” “It allows me to have time to look at company updates without being interrupted by calls.” “Absolutely, takes stress off. I enjoy having the few minutes to learn more about my job this aids in my selling skills. I also love the breaks prompt this is helping to remind me while on a call.” “Because Intradiem provides opportunities for paid training and review of procedures and best practices, it does help my do my job better.” 11/22/2018

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