A recent test of top hotel brands’ call centers found that the majority of call center employees failed to sufficiently convey their hotel’s best features.
• Only 14% of tested call centers asked Discovery Questions.
• Merely 7% adequately sold their hotel’s benefits.
• Only 25% of call centers described the hotel’s rooms.
• Just 25% quoted more than one room category.
In summary, if your hotel’s call center isn’t doing everything they can to sell rooms and work for you, they’re working against you and not fulfilling the potential of your brand’s image. A call center does more than fulfill the duties of your reservation department, they represent your brand and in doing so, become synonymous with your brand’s image in the eyes of your customers.
Overseas call centers aren’t the answer
You’ve worked tirelessly to craft your brand’s identity and separate yourself from your competition, don’t let your hotel’s call center hold you back. As previously mentioned, your call center represents your business, if you’re call center’s underperforming your business, and the perception of it, will suffer.
Outsourcing your reservation department to an overseas call center may save you money temporarily, but ultimately it will cost you bookings. While agents may sound polite, they may have a challenge with the American English dialect and the nuance of cultural differences in North America.
While technology advancements have allowed thousands of businesses to outsource work overseas, many businesses who shifted their call centers overseas experienced a significant decrease in the quality of their customer interactions.
Image is everything
In today’s digital age, image is everything, and for better or worse, it’s permanent. According to John Smallwood, President of Travel Outlook”