ICE Opens Mexico City Office | Timeshare Informer

ICE Opens Mexico City Office

New Call Center Will Service North American RCI Travel Operations

International Cruise & Excursions, Inc. (ICE), a worldwide travel and leisure organization with a global network of innovative travel alliances, has partnered with exchange giant RCI to service RCI Travel?s North American operations and American Express to service Mexican card holders from ICE?s newly opened Mexico City office.

In October 2011, ICE took the next step in its recent international expansion by opening a new call center in Mexico City. The expansion is fueled by ICE?s new international business alliances inside and outside of the Vacation Ownership marketplace. The grand opening of its Mexico City offices took place on Monday, October 17th with agents servicing RCI Travel (NA) and American Express card holders in Mexico.

The Mexico City call center operation is staffed with approximately 35 trained sales reps and managers and at press time has plans to hire additional representatives for call center servicing in January. Executives at RCI, which have previously worked with ICE on other fulfillment services, are pleased with the early results from Mexico City.

?We have had a long-standing relationship with ICE, which has fulfilled RCI Cruise on our behalf for many years. ICE also fulfills our RCI Travel business in Europe and the Pacific and recently won the contract to fulfill travel operation here in the U.S. as well,? says Gordon Gurnik, president of RCI. ?ICE and RCI work closely together to ensure the services we provide are seamless, both on the web and in their contact centers. In addition to their established center in Scottsdale, Arizona, ICE has added international call center operations in Ireland and Australia and their latest center in Mexico is already receiving rave reviews from our members and associates. We look forward to a long and successful partnership with them.?

A Bit of Background
So how did a Mexico office for ICE come about?
ICE has enjoyed relationships with a large number of high quality resort properties in Mexico for many years. However ICE has been able to service these resorts from ICE?s Arizona Headquarters as ICE has a large number of multi-lingual personnel on staff both in their call center and in management. However, after executing several large service agreements in the US and Mexico in late 2011, ICE had a need to expand its operations to include a full service call center operation in Mexico. ICE also expects to add several large scale business partnerships in Q1, 2012 which will require further expansion of its US and Mexico operations, according to Livia Van Arsdel, Senior Manager of B2B Marketing and Communications for ICE. ?In a down economy ICE continues to grow and thrive. ICE has found that the Mexico City operations provide high quality servicing options for certain products and services and allow us to tap into a new and very qualified talent base.?

Curiously, ICE chose Mexico City as opposed to a resort area?
?We have many business partners in Mexico both inside and outside of Vacation Ownership and some new alliances that are beginning in 2012, so we are familiar with the needs of our Mexico-based clientele,? notes Van Arsdel. ?We wanted to be able to tap into the talent pool that exists in Mexico City as we see this Mexico City operation growing quickly and we want to be certain to staff with the best possible candidates.?

When did ICE decide to open this office?
There was an incredibly short timeline for opening the Mexico City office which was dictated by the execution and launch of servicing agreements from two new business agreements in mid to late 2011. ICE knew they needed to expand into Mexico in order to fulfill and service these and other new accounts that are coming online in 2012. ICE?s Scottsdale operations has approximately 900 employees many of which are multi-lingual, however, with capacity constraints in their Scottsdale call center from rapid growth in 2010 and 2011 and due to ICE?s commitment to its business expansion in Mexico, plans were put in place in Q2, 2011 to open these operations by year end.

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Source: http://www.timeshare-info.co.uk/index.php/2012/02/ice-opens-mexico-city-office/

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