RCI has signed an agreement with Royal Resorts, one of the international Karma Royal Group of companies, to offer its owners call centre services.
Royal Group founder, John Spence, said: “We have definitely leveraged RCI’s services as a primary navigator in our member journey, as we do not see that part of the business as being where our core expertise lies.
“It all looks so easy on the outside, but underneath it is a manpower-driven, time-consuming process. It takes scale of operation and is something I found more challenging than I anticipated. Having RCI as our partner will help us a great deal.”
In what is a truly global servicing initiative, three of RCI’s call centre offices will provide a customised service designed to enhance the member experience for Royal Resorts’ Odyssey Club members.
RCI Cork in Ireland will provide international member servicing, the exchange company’s Bangalore office will provide service to Indian members, while RCI in Singapore will cover the Asia Pacific. The three RCI offices will jointly provide customised servicing to facilitate the external exchange needs of more than 20,000 Odyssey Club members worldwide.
Sean Lowe, managing director of RCI Europe, Middle East, Africa and India, said: “This is an exciting next stage in our journey with Royal Resorts, as we become integral to each other’s operations. We have been privileged to work with John since he opened his first resort in Goa 22 years ago, and it has been an exciting journey to get where we are now.
“Under our new agreement, we are giving Odyssey Club members specialist servicing in booking exchange holidays – which are external to the Club options in the fabulous Royal Resorts’ properties they enjoy – from the choice of approximately 4,500 resorts affiliated to RCI globally. And for John and his group, we have designed our servicing plans to accommodate the Odyssey Club growth, which we are confident they will need in the future.”