PRODUCT / SERVICE ANALYSIS

 Product / Service Analysis

As mentioned earlier, the recommendation would be to move certain positions to India and outsource them. These positions recommended are all remote positions, focusing on those on calls and online chat services. 

Reservation Agents: As the company slowly increases capacity to their theme parks and resorts, reservation agents must be in place for the number of inquiries coming from customers. These calls and online reservations will require more interactivity from the customer as they will have more questions about the new protocols since the beginning of the pandemic. Having more reservation agents available at a substantial reduced cost, the company can provide the same amount of customer service to the clients at a highly reduced operating cost.

Customer Service Personnel: Like reservation agents, these employees would need to be implemented to fulfill the needs and personalize the experience for customers with questions and grievances. The company must operate its parks and resorts differently than they did prior to the pandemic which causes a lot of concern for guests. These guests will have concerns, grievances, and a higher number of questions than before. Having a dedicated group of customer service personnel will increase the trust and retention of the client while providing the same level of customer experience at a significantly lower operational cost. 

Disney Vacation Club Sales Specialists: Disney Vacation Club or DVC is Disney’s version of a time share. Being able to outsource these sales agents will lower operational costs as well as maintain income cash flow for the company. As sales continue for DVC, the company is positioning themselves for future repeat visitors and filling inventory of resort room operations as soon as possible. Like the previous two positions, outsourcing these positions will save the company on labor costs and provide the same level of customer satisfaction to the guests.