David Dodd, VP of Visitor Service for Visit Florida, the leading advocate for Florida tourism, knew when he visited the Global Response headquarters in Margate, just outside Fort Lauderdale, that he had found a business partner he was comfortable with.
“We were looking for a contact center to handle calls for information about Florida and to fulfill the request for information quickly and professionally. What struck me at Global Response was the way Wendy (Global Co-CEO) and her father, Mr. Shooster (Founder, Herman Shooster) spent so much of their time helping us make sure our partnership would be a success. There never seemed to be a meter running anywhere that was determining how much attention should be paid to us – the focus was on determining what needed to be done, gathering the right resources, and implementing the operation.”
Visit Florida also manages the main Welcome Center on I-95 that is visited by most tourists driving to vacation spots within the state. This center is the primary location for greeting and disseminating information about the many attractions of Florida as well as practical advice (not to mention free orange juice) for maximizing the enjoyment of the tourist’s Florida vacation experience.
“Many of the people who stop at the Welcome Center have requested information prior to their visit by contacting Global Response through the interactive voice response (IVR) program that Global Response manages for Visit Florida,” Dodd said.
Requests for information come in through toll free numbers 24 hours a day. Callers provide pertinent contact and mailing information to the IVR system. Each day Global Response relays this information to the fulfillment center that then ships a Florida Vacation Guide to the caller.
“Global Response helped us refine the script for this interactive process into just the right blend of courtesy, efficiency and friendliness that we wanted to convey to the caller,” Dodd said. “We are very happy to have found such a willing, competent, and enthusiastic partner so close to home.”