Special communication regarding on-hold times in our call center

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A Message to Our Boards:

Dear Board Member:

We are always mindful that it is our privilege to serve your Association members and you, and we never take our relationship with you or them for granted. Timely and open communication is our highest priority, even when it is to let you know that we have fallen short of the mark.

During the fourth quarter of 2014 through January and part of February, our Reservations and Accounts Receivable departments were inundated on numerous occasions with over 60,000 inbound calls per day. This resulted in excessively long hold times and, needless to say, great frustration on the part of many owners. Call volume has always been at its highest during the months of January and February but, candidly, this year we were caught off-guard and for that, we sincerely apologize.

We have no excuses, but you may be assured that we took swift action to reduce the call wait times by re-deploying existing staff and by adding new staff. We will add even more staff in advance of next year’s reservation “crunch” time and will continue to carefully monitor times-on-hold and dropped calls to keep those metrics well within industry averages.

Once again, our most sincere apologies to your members and to you for any inconvenience or frustration that resulted from long on-hold wait times. Although the Reservations Team is back to promptly answering your calls, we want to assure your members and you that we are committed to taking all necessary actions to avoid any re-occurrence in the future.

Loren V Gallagher
President & CEO


VRI-Clear TradingPlacesNO_VBEbw
VRI | Trading Places International
25510 Commercentre Drive, Lake Forest,  CA  92630