Case Study: Classic Holidays achieves increased cross-sell revenue and productivity with CallN

Classic Holidays - Customer Case Study

Classic Holidays, a Gold Coast–based holiday club serving over 65,000 member families through 40+ resorts and a mission-critical contact centre of 50+ agents, needed to drive consistent cross-sell and up-sell on inbound member calls. While management could estimate average call value, they had no way to identify which agents were offering value-added services and which were not, making training inefficient and causing lost revenue — so they engaged CallN and its Scoresheets capability.

CallN deployed Scoresheets that analyze the spoken word on each call to score agent behaviour and provide daily visibility of who was selling and who wasn’t. This enabled targeted coaching instead of taking high performers off the phones, delivered significant productivity and efficiency gains, produced month-on-month improvements in sales performance, and demonstrated a clear return on investment for Classic Holidays.

Classic Holidays

Mark Dobbie

Responsibility of Making