Our work with Grand Pacific Resorts Download Case Study

Grand Pacific Resorts brings concierge-level service to vacation planning for timeshare owners and guests. With hand-picked resorts in California and Hawaii, its highly desirable timeshare properties deliver an unforgettable family vacation experience. When Jeff Farr started at Grand Pacific Resorts in 2013, he was challenged with merging four different call handling operations into one state-of-the-art contact center to deliver concierge-level service.

By using NewVoiceMedia’s technology, Grand Pacific Resorts is able to provide the best service experience possible to owners and guests.

  • 36% increase in agent productivity
  • 20% increase in answer rates
  • 83.9 Net Promoter Score

To see how, download the Grand Pacific Resorts case study.

We’re starting to see some of the true performers who get real pride in their work. They now know how they are performing in relation to SLAs so they can manage their day to take tangible steps to improve or share best practices. They have full visibility into how they are doing as a team and it has fostered a family environment.

Darren Polino
Director of Contact Center Operations, Grand Pacific Resorts

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