Case Study: Hilton Reservations Worldwide achieves 90% occupancy and $1.2M annual savings with Alvaria Workforce Management

Hilton Reservations Worldwide Efficient staffing for a contact center that helps maintain a reputation for hospitality

Hilton Reservations Worldwide, the reservations arm for 2,100 Hilton-brand properties operating five U.S. contact centers with 1,300 agents, needed to improve staffing efficiency without harming agent morale. Manual scheduling and shift-bidding processes were time-consuming and error-prone, and HRW wanted better forecasting, simpler intraday management and an online bidding tool to reduce control-desk workload and improve agent experience.

HRW implemented Aspect Workforce Management (with the Empower eSchedule and Notification modules), which integrated with its existing Aspect ACD/Contact Server. Forecast accuracy improved from within 10% to within 3%, occupancy rose above the 90% target (saving US$1.2M in one year), call-handled rates stayed at 96%, and attrition fell from 60–70% to the low 50s as agents gained schedule flexibility and automated notifications sped staffing adjustments.

Hilton Reservations Worldwide

Sandra McFatridge

Manager of Forecasting and Planning