Resort Travel & Xchange (RTX), witnessed record growth in 2015, finishing the year with timeshare exchanges up nearly 14 percent over exchanges booked in 2014. The global exchange provider also saw a 17.5 percent increase in active members to last year. Now approximately 80,000 members strong, RTX is striving to achieve another record breaking year with exciting initiatives planned for 2016.
The number of members taking advantage of discounted travel offerings on the RTX website has also increased, with more than three times the number of offerings booked in 2015 than in 2014. Additionally members acknowledged receiving considerably more savings on these transactions than the previous year.
As a whole, RTX and RTX Voyages members made 3,640 transactions through RTX’s discounted travel website in 2015 resulting in nearly $1.2 million spent. Through the discounted travel site members saved an average of $130 per booking. Hotel bookings accounted for 2,430 of the transactions made followed by car rentals with 309 bookings.
From a customer service standpoint, RTX was able to handle over 12,000 more calls in 2015 than in 2014 with similar staffing. In addition, the average wait time to reach a travel consultant was cut by 20 seconds in 2015 and there were several months with average hold times of less than 20 seconds total.
Many factors contributed to these accomplishments including: improvements to existing internal systems and the RTX website, the centralization of work tools and account access within Salesforce, improved customer service solutions and escalation procedures, and improved contact between phone representatives and RTX back-office administrators.
With these implementations, customer service satisfaction levels have sky rocketed to 93% with fewer representatives taking calls. Members are experiencing prompt service and call times have decreased to roughly two minutes on average. As a result RTX has been able to answer nearly 800 more calls than the year before while reducing total talk times by 150 hours for the year.
Reflecting on the successes of 2015, the exchange provider plans to continue the momentum by expanding its offerings through new strategic partnerships. In doing so RTX will be attending and sponsoring a number of industry related events and conferences in 2016.
“We have started off strong in 2016 and we are excited for the rest of the year. As our presence in the industry grows among our peers, we hear more and more positive feedback from our members and clients,” said Justin Hunter, vice president of operations for RTX.
For more information about RTX, visit www.rtx.travel.
Resort Travel & Xchange (RTX) is a timeshare and vacation ownership exchange company based in Asheville, N.C. RTX works with a number of resorts and developers throughout the world to provide the best exchange options possible to its members. In addition to exchange services, RTX offers numerous travel benefits to members, such as reservation protection, rebates, travel discounts and more. RTX provides reservation services for resorts and HOAs looking to improve the owner experience with superior service levels. RTX has approximately 80,000 members.