4. Speed and Efficiency
Speed and Efficiency are key attributes to a successful call center agent. The longer a call goes on, the more time the customer has to change their mind. Top-tier call center agents waste no time converting leads to sales.
The Kennedy Training Network devised a sales strategy that is designed to convert leads efficiently. Call centers trained by KTN can close up to 70% of the qualified reservations calls they receive. Leading hotel call center agents are not only trained by KTN but are tested regularly by Forbes and KTN.
The ideal hotel call center should be proven to convert more calls to confirmed bookings and to close them at a higher average daily rate, and they do this while creating an initial feeling of professionalism and courtesy for the hotel in the mind of the guest, setting the stage for higher ratings in sites such as TripAdvisor.
5. Creative Problem Solving
Modern problems require modern solutions, and with the way 2020 and 2021 have gone thus far, hoteliers are in need of some seriously new approaches.
2020 and 20201 introduced a plethora of new challenges to hoteliers around the world, and many were forced to adapt and pivot to survive. Top-performing hotel call center agents can be a resource in times of crisis.
Expertly trained call center representatives regularly engage in training games, team activities, role-playing, and group exercises. This provides Reservations Specialists the training they need to focus and succeed in today’s world of over-informed, multi-tasking callers who have looked at too many choices online.
6. Emotional Stability
Highly trained call center agents exude emotional stability, even in times of crisis. They rely on their training and understand the importance of remaining cool, calm, and always collected.
Today’s travelers are craving a personal touch while navigating through a world of uncertainty. And they need to hear a reassuring, reasonable voice on the other end of the line.
A high-quality call center representative understands your hotel, your guests, and your brand. A professional call center’s training, coaching, and quality assurance efforts are built specifically for your hotel’s market segment, property type, revenue strategies, company philosophies, and any unique operational needs. A top-tier call center agent’s empathy goes beyond understanding your brand. Call center agents are trained to be in touch with guests’ needs and wants.
8. Team Player
Top-performing call center agents work as part of your team. They are an asset that can be used in all aspects of the hospitality world.
Hotel management is complex and ever-changing. Professionally trained call center agents help simplify management by handling the more burdensome tasks. A top-tier call center agent will blend into any hospitality team, no matter if the client is a hotel chain or an individual property.