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Last week I received my 100 day card from Sandra Howlett. Unbelievably, more than a quarter has passed since we were in Phoenix. So very much has happened since that time.

Throughout the industry we are experiencing reorganization, consolidation, and outsourcing. We have all been asked to adapt, while discovering ways to run leaner and smarter. The 2002 conference has been aptly entitled Navigating CHANGE, and we plan to include topics relevant to the dramatic shifts taking place.

I would like to offer special thanks to our Board of Directors, the Officers, and the chairs and members of IARE committees. As our companies face change and upheaval, we each find it increasingly difficult to devote time to our organization. This difficulty has been countered by the assistance of more members, each offering what portion of time they can allow. Your individual contributions continue to allow enhancements and growth.

Thank your for your assistance and participation.

Warm regards,
Kate Wolfe
President, IARE

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To all that participated in the Supplier Showcase at the 2001 IARE Conference, a hearty

Without your support, our conferences would not be possible. Please click on the link below for a list and links to these supplier companies. We look forward to the 2002 IARE Conference in Charleston, South Carolina and hope to see all of you there!

http://www.iare.com/Conference/01exhlist.htm

IARE is seeking sponsors for events at the 2002 Conference in Charleston. Please visit our web site to enlist your support NOW!

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IARE's 17th Annual Conference and Exhibition

May 4 - 8, 2002
Charleston, South Carolina U.S.A.

 

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Calling All Vendors...
If you know a vendor who might find participation in IARE beneficial, please provide their contact information to the IARE office using the 'Contact Us' link on the IARE web site, or email to: iare@assnoffice.com.

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IARE PRINCIPAL MEMBER PROFILE

Each edition of the E-News this year will feature an in-depth article submitted by one of our members regarding their company and overall call center operation. The following article was supplied by Lorie Armstrong, Training Manager, Thrifty Car Rental.

Thrifty was founded in Tulsa, Oklahoma in 1958.  In 1987, the company completed an initial public offering of common stock and two years later, in 1989, was acquired by Chrysler Corporation. In late 1997, Chrysler divested Thrifty in an initial public offering as part of the Dollar Thrifty Automotive Group, Inc. (DTAG). DTAG trades on the New York Stock Exchange under the symbol DTG.

Thrifty is a value-oriented car rental company that has a significant presence both in the airport and local car rental markets. In the U.S., approximately 66% of its business is in the airport market, 34% in the local market. The company is located in the terminal of every major airport in Canada and Australia. Thrifty operates in 58 countries and territories with more than 1,300 locations throughout North, Central, and South America, Africa, Europe, the Middle East, the Caribbean, Asia and the Pacific, and has offices around the globe: Tulsa, Oklahoma; Mississauga, Ontario, Canada; London, England; Sydney, Australia; and Dubai, U.A.E.

Thrifty has two call centers both located in Oklahoma   one at headquarters in Tulsa and one in a small community 45 minutes south of Tulsa in Okmulgee.  Each center has approximately 90 seats.  As of 7/26 we have 131 Telephone Sales Reps in Tulsa and 97 in Okmulgee.  Our TSR to Team Leader (Supervisor) ratio is about 19:1 in Okmulgee and about 15:1 in Tulsa.  Each center has two Telephone Sales Managers reporting to the Director of Telephone Sales, who reports directly to the Staff Vice President of Reservations, who reports to the Executive Vice President and Chief Operating Officer.

We have a Manager of Training and three training instructors  two in Tulsa and one in Okmulgee. The training department is also fortunate enough to have a group of Lead TSRs (six in Tulsa and four in Okmulgee) which work with our new hires for the first two weeks they are on the phone. When not working with a class the Leads handle sales calls the same as other TSRs.

As far as handling our car rental calls vs. hotel reservation calls, I think the main difference would be all the specific requirements that must be quoted when booking a car rental reservation vs. a hotel room reservation.  For example, we must make sure the customer is advised of the personal and financial responsibility requirements. In addition, because we are a franchise organization, each location has some flexibility as to their policies.

We do have an incentive program in place that takes into account not only the individual TSR’s performance but also their team’s performance. The Team Leader’s monthly bonus is also based on individual requirements as well as team performance. As of today we have a pretty cumbersome attendance policy which uses a point system, however we are in the process of revising it.

Center Challenges? Probably about the same as any other call center  in fact the more call center professionals I meet, the more I am convinced it does NOT matter what product you’re offering or service you’re providing the challenges are pretty much the same.  For example: schedule adherence, what attendance policy works best, training, attrition, training, keeping people happy, training, new ways and different channels of recruiting, reacting to the “self serve but I still need lot’s of help” mentality of internet users, etc.

At the time of this article, Thrifty has already handled more than 2.5 million calls this year.

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What's New?
Are you looking for new products or services specifically for the call center environment?

Check out the list of IARE Allied Members on the Members Only section on the IARE web site. An updated list of all IARE members is also posted on the Members Only section.

IARE Members Only Section…

Forgot the user name and password?
Please email us at  iare@assnoffice.com

Archives:

E-News, Last Issue: June, 2001

E-News: April, 2001

E-News: February, 2001

E-News, December 2000

A Day in the Life of a Reservation Executive.

Telcom Bill Auditing Procedures.

Setting Superior Standards for Your Monitoring Program

Resources and Links:

~ Search engines you should use.

In our business, there is so much to know
and so little time to learn it. 
Change is our constant and relentless companion. 
The distance between us has vanished thanks 
to technology. IARE provides us with the 
network for sharing ideas, learning and 
staying ahead of the curve.

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International Association of Reservation Executives
7853 East Arapahoe Court #2100
Englewood, Colorado 80112-1361 U.S.A.
Phone: 303-694-4728 ~ FAX: 303-694-4869