ICE's state of the art, international call center operations provide scalable and production-tested solution sets using the latest web-based technologies and industry best-practices in terms of sales, support and client services.

Fueled by an unwavering entrepreneurial spirit, our dedicated team of professionals is committed to exceeding expectations. We are passionate about our position as a leader in the leisure industry and are committed to providing products and performance that together will give your business the edge you need to compete in today's marketplace.  

Call Center Employee Numbers

• 650+ inbound and outbound Personal Vacation Consultants (PVCs),
• Peak season staffing is higher by 100 to 150 PVCs
• 31 Frontline Supervisors and Managers
• 7 Operations Command Center Staff

Call Center Locations

• Phoenix Headquarters – core sales, customer service and support functions – approx. 550
• San Diego California – current capacity 35
• Home Based – capacity to support 350 agents
• International – 140

Languages Spoken

• In the US:
  English, Spanish, French and German
• In Europe:
  English, French, German, Spanish, Portuguese, Italian, Flemish, Hungarian, Dutch, Finnish, Scandinavian Languages

Call Handling

• ICE is equipped with technology and manpower to handle a large volume of inbound and outbound calls with speed
• Our inbound call center handled 1,421,256 calls in 2008 and 1,153,392 calls in 2009.
• We are growing by an average rate of 30% and this growth demands that we constantly upgrade our capacity and technology

Call Center Organizational Structure

• Inbound Call Center
• Cruise Sales and Customer Service
• Customer Support
• Internal Agent Assistance/Support
• Escalation
• Resort and Travel
• Resort, Hotel, Tour, Car, Air and Other Travel Products
• Outbound Call Center
•  Membership Sales
• Sales, Extensions, Renewals, Upgrades
•  Registry Vacation Sales
• Packaged Vacation Products
• Training and Quality Control
• Revenue Processing Center
• Operations and Reporting
•  Call Management
•  Workforce Management
•  Timekeeping
•  Commissions
• Reporting and analysis 

Call Center Culture, Standards and Metrics

We are performance driven and have a strong system in place to manage performance. Our business depends on maintaining a loyal and happy customer base and our agents own the customer care process from start to finish. Our PVCs are fairly compensated and rewarded based on individual and team performance.

• All employees are background checked and drug tested
• Data security is top priority to ICE
• Secure databases with encrypted customer information
• Training
• Initial training takes 6 weeks
• Recurrent training mandatory for all PVCs, including
• Product knowledge training
• Customer service
• All employees assigned to specific brands receive regular recurrent “Culture Training” by respective brand
• Cruise line visits and training

• Call escalation process carefully designed to handle customer issues fast and efficiently

• Standard call center system of monitoring, tracking, reporting and managing  many metrics; amongst the key ones are:
• Service Level (percent of calls answered within x seconds)
• ASA (Average Speed of Answer)
• Abandonment rate
• Every brand has different service level requirements

Call Center Technology – Phone System

• Avaya Automatic Call Distributor (ACD)
• Intelligent call routing
• Better manage customer experience on the phone
• Call Management System (CMS)
• Call management
• Call center reporting-interval, daily, weekly, monthly
• Avaya Predictive Dialer
• Used for marketing and sales initiatives (outbound calling)
• Avaya IP Agent (Voice over IP)
• Allows ICE to provide customer services through home based agents
• Witness
• Monitoring system to record calls for quality assurance and verification purposes

• These systems are used for:
• Call volume, handle time and staffing requirement forecasting
• Better capacity planning
• Scheduling and Real Time Adherence
• More intelligent call routing
• Time and Attendance Tracking
• Performance management and KPI (Key Performance Indicators) reporting and instant delivery of performance communication
• Intra-Day Performance management – managing the staffing surplus and deficit inside the day
• New timekeeping method and system allowed for efficiencies associated with eliminating the overtime
• Better manage the customer experience on the phone
• Reporting – interval, daily, weekly, monthly, quarterly

Call Center Technology - Workforce Management

• Workforce Management system (eWFM)
• Call volume, handle time and staffing requirement forecasting
• Scheduling
• Adherence to Schedule
• Better capacity planning
• Intra-Day Performance management – managing the staffing surplus and deficit inside the day
• Real Time Adherence system (RTA)

Call Center Technology – Analytics and Timekeeping

• Performance Optimization system Analyze II
• Performance management and KPI (Key Performance Indicators) reporting and instant delivery performance communication - individual and team
• PrimeTime - timekeeping system
• New timekeeping method and system allowed for efficiencies associated with eliminating the overtime or pay inefficiencies
• PayChex – payroll system
• Managing Time off (vacation, absences)

Call Center Awards

•  CRM 2008 Service Elite Award for Workforce Management
• Ventana Research 2007 Business Intelligence and Performance Management Leadership Awards Finalist
• 2007 Workforce Manager of the Year
• Frost & Sullivan Webcast to the Call Center Community on the Aspect products
• Topic: DRIVING BOTTOM LINE RESULTS FROM THE CONTACT CENTER: Generating Revenue, Improving Performance and Optimizing Strategic Decisions