World Travel Holdings Poised to Soar to New Heights with GMT | GMT

World Travel Holdings Poised to Soar to New Heights with GMT

GMT Planet™ workforce management solution to manage forecasting, scheduling and staffing for leading travel company’s “virtual call center”

March 31, 2008 -- Norcross, GA

GMT Corp., an industry leader in enterprise workforce management and currency supply chain solutions, today announced that World Travel Holdings (WTH)—one of the nation's largest online and offline leisure travel companies—has selected GMT to manage forecasting, scheduling and staffing for the company’s inbound and outbound call center operations.  GMT Planet™, the company’s award-winning flagship product, was deployed across WTH’s “virtual call center”, comprised of almost 600 sales and customer service agents distributed throughout the country.

Through a string of recent acquisitions, which included travel giant National Leisure Group, World Travel Holdings has rapidly expanded operations with offices in Massachusetts, California, Florida, and Virginia, accompanied by a network of geographically disbursed contact centers and home-based agents.  Compounding the company’s workforce management challenges, the typical sales cycle of the high-ticket cruise and vacation packages requires precise coordination of numerous customer contacts across multiple touch-points, including both inbound and outbound agents with varying skill profiles.  WTH selected GMT Planet—replacing a major competitor’s workforce management solution—to not only boost sales and service levels but also to increase agent satisfaction and retention through vastly improved employee-empowered scheduling control and flexibility.

“Unlike our previous workforce management solution, GMT Planet possessed the system flexibility and functionality required to adapt to our business model and unique process needs, such as our complex, multi-skill inbound and outbound routing requirements,” explained Jeff Smith, vice president of sales for World Travel Holdings.  “To thrive in our ultra-competitive business requires delivering a superior customer experience which in turn requires a high level of coordination in matching customers with the right person at the right time.  Not only has GMT Planet exceeded our expectations in this regard, we were also truly impressed with GMT’s client service and responsiveness, which proved to be another key differentiator.”

Regarded as the industry’s most accurate, easy-to-use and affordable enterprise workforce management solution, GMT Planet is unique in addressing all the needs of the enterprise, from branch offices to contact centers to back office operations.  Suitable for small contact center operations to large, distributed operations with thousands of agents, GMT Planet supports all of the essential workforce and performance management processes, from long range strategic planning/budgeting to accurate customer demand forecasting to employee self-service and empowerment.

“High-performing businesses such as World Travel Holdings understand the importance of providing a seamless, superior customer experience across all customer touch points, whether it’s through their call center or branch operations,” said Simon Angove, CEO of GMT.  “They also understand that it’s critical to manage the other side of the equation: payroll expenses and employee satisfaction. GMT’s workforce and performance management solutions are designed to help clients achieve these competing goals, not simply within a closed call center environment but throughout their enterprise-wide sales and service delivery system.”