HIDDEN VOICE CHANNEL BENEFITS

Hidden Benefits of Having the Right Voice Team

A recent article stressed “the importance of call center improvisation.”* – a strong concept we support. Here’s a simpler way to think about this.

In addition to being the second most profitable revenue channel, there are hidden benefits to maintaining a dedicated, strong voice team.

It is the golden opportunity to make the right first impression, and to create the best experience for your guest.

Foremost, talking with your guests allows your property to maintain the closest contact with them. Feedback is immediate and detailed, allowing your team to quickly make changes to policies and procedures which will lead to better industry ratings, rankings, and scores. It’s better to hear about an issue directly from a guest rather than to read about it with the rest of the world online.

Voice reservations are personal connections, allowing you to warmly welcome your guest with a smile in your voice while describing activities onsite or close by, and to book exactly the right room or suite for their stay.

Doug Kennedy from Kennedy Training Network takes it a step further and suggests that you “Train Agents To “Narrate The Pictures.“*

Sales-wise, it’s the right opportunity to suggest a restaurant reservation or to offer a package you’ve built to enhance their stay with you. There’s no better way to entice your guest to experience all your property has to offer than to describe it to them on the phone, and a properly-commissioned, well-trained voice specialist is the right person for the job.

Also, the right voice team can provide essential out-bound calling or telemarketing services for your catering and sales departments, calling businesses in your area or contacting past group clients to alert them to the benefits of meeting or hosting an event at your property. No one can champion the property better than an agent who is also selling it on the phone to guests calling for reservations.

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Are you seeing the hidden benefits of having the right voice team?

Find out with a complimentary reservations sales skills assessment courtesy of the only call center that is certified by the Kennedy Training Network