Case Study: Club Med achieves 2.4% sales conversion lift and $9.9M revenue boost with NICE Systems

Improving Operational Efficiency The Customer Experience And Sales Effectiveness

Club Med, the global leader in upscale all‑inclusive vacations, operates North American contact centers in Tempe, AZ and Montreal with 48 agents handling inbound sales and travel‑agency calls. Facing a limited, cumbersome recording system and inconsistent QA that hampered fair evaluations and training, the company sought to link individual agent performance to organizational goals, optimize training, increase sales conversion rates, and grow revenue.

By implementing NICE Interaction Recording and NICE Quality Management, Club Med redesigned evaluation forms, added bonus incentives and agent kiosks, used screen capture for targeted coaching, and recorded 100% of interactions for dispute resolution. These changes increased sales conversion from 15.4% to 17.8% (+2.4%), boosted revenues by $9,920,837, resolved 100% of internal revenue incentive challenges, cut misquote dispute resolution time by over 50%, and made QA more directly impactful on customer experience and revenue.

Club Med

Beatrice Perry

Quality Assurance Manager