How Evermore Resort reduced their call abandonment rate by 92%

About Evermore Resort

Located next to Walt Disney World® in Orlando, Florida, Evermore Resort is a groundbreaking vacation destination that reimagines the resort experience. Spanning over 1,000 acres, Evermore offers a mix of luxury vacation homes, flats, and villas, all centered around a 20-acre tropical beach and an 8-acre crystal-clear lagoon. With elevated amenities, curated experiences, and a strong focus on guest-centric service, Evermore combines the comfort of home with the world-class offerings of a premium resort — making it a premier destination for families, groups, and leisure travelers alike.

Evermore Resort’s challenge

Unlike most hospitality brands seeking to optimize existing processes, Evermore Resort was building its guest experience from the ground up. There were no legacy systems or call center scripts to iterate on — just a blank canvas, a bold vision, and high expectations. “As a brand-new resort, we weren’t trying to solve a problem—we were trying to get it right from the very beginning,” said Brittany Howell, Assistant Director of Reservations. “We knew we needed partners we could count on, not just software. That’s what stood out about Revinate.”

What made Evermore’s launch especially complex was the nature of the property itself. With large, high-end units and unique accommodations, guests had more questions, more custom requests, and longer decision-making cycles. This meant the reservations team would need to deliver personalized, white-glove service at scale — without any historical data to guide decisions. Luckily, Revinate was there to help. “I’ve worked with hundreds of vendors in my 15 years in the business,” Brittany said, “and I’ve never seen a setup and training process like this one. It’s interactive, it’s in-depth, and it’s tailored.”

How Reservation Sales helped Evermore Resort scale smart from day 1

When Evermore Resort opened its call center in March 2023, the plan was to operate lean — just three agents and Brittany herself. But reality set in fast. “From day one, the phones exploded,” Brittany recalled. “We had a 60/40 split — more people were booking over the phone than online, which is the exact opposite of what most resorts see.” The result? A staggering 72% call abandonment rate. But rather than panic, Brittany leaned into Revinate’s Reservation Sales reporting to find a path forward.

The reports revealed that agents were at 90%+ occupancy, handling back-to-back calls all day long. “There was no downtime — they were maxed out,” she said. With that data in hand, Brittany made the case for more staff. Leadership listened and trusted the numbers. Over the course of 12 months, Evermore grew its reservations team from 3 to 17 agents — a 467% increase. And with each new hire, the data backed up the impact. Today, Evermore boasts a 92% reduction in their call abandonments, all while embracing Forbes Travel Guide certification and expanding into new markets. “Reservation Sales helped us scale with confidence,” Brittany said. “It gave me the proof points I needed to show leadership where we were, where we could go, and what it would take to get there.”

How Reservation Sales improved agent coaching

With staffing aligned, the next step was ensuring quality. Using Revinate’s call scoring templates and coaching tools, Brittany created a framework for continuous improvement. “I love that we can customize the call scoring each year,” she said. “In 2024 we had 12 non-negotiables. This year, for Forbes, we added more. The agents review their own calls, and we sit down together for coaching sessions. It’s all in one place, clear and easy to use.” The impact on team culture has been significant. “It’s not about micromanaging; it’s about growth,” she added. “Our agents feel supported, not scrutinized. That’s a huge shift.”

Revinate’s reporting tools have become essential for internal alignment. Leadership at Evermore has also come to rely on Reservation Sales reports to make strategic decisions. From staffing plans to performance evaluations, the data gives everyone — from executives to frontline managers — a shared source of truth. “It’s rare that a vendor becomes part of your daily language,” Brittany said. “But at Evermore, Revinate is part of how we run the business.”

How Reservation Sales drove outbound revenue

Because Evermore’s offerings are high-end, guests rarely book on the first call. That’s where Reservation Sales lead forms and outbound tracking come in. “The lead forms are a game-changer,” Brittany explained. “They hold everything in one place. No matter who the guest spoke to before, all the notes and context are there. It’s like passing the baton without dropping it.”

With this system in place, Brittany built a structured outbound strategy that proved just how valuable those follow-ups could be. Revinate’s KPI reporting showed that outbound bookings were contributing 10–15% of total revenue — insight that allowed leadership to approve a new incentive program for agents. Once the 3% outbound commission was introduced, the team jumped at the opportunity. In March 2025 alone, outbound bookings accounted for 36% of total revenue. “My team said, ‘Hold my beer,’ and they crushed it,” Brittany laughed. “They love seeing their impact and getting rewarded for it.”

Additionally, Reservation Sales’ intuitive features — like skill-based routing and integrated notes — made it easier for agents to perform at a high level, turning follow-ups into fast wins. “When everything just works, we can focus on delivering great service,” Brittany shared.

Revinate and Evermore Resort: A partnership that continues to grow

With Evermore’s future properties already in development, the team plans to scale their success with Revinate. “Revinate is part of our DNA now,” Brittany said. “We’re not just using the software — we’re growing with it. I’m excited to bring this same level of excellence to every new property we open.”