The Ears of Your Business
As your voice channel, an expertly trained call center will increase your reservations and, therefore, your revenue with their in-depth knowledge of your property and their ability to sell guests on the uniqueness of your hotel.
Another benefit of working with a highly trained call center is the direct insight you will have into the customers’ thinking. Guests are often reluctant to participate in surveys and questionaries, so it can be hard to find honest feedback about their stay, their expectations, and their desires when they are booking a hotel.
A call center agent works as the ears of your business and is a direct link to guests. A knowledgeable call center agent will learn just as much from a prospective guest as the guests will learn from them.
The Difference is in the Training
Call center agents are able to act as the voice and ears of your business because of their expert training provided by the Kennedy Training Network (KTN). KTN call center certification requirements set a high bar for call center agents.
According to Doug Kennedy, founder of Kennedy Training Network, call centers that used generic certification requirements “had only 6 criteria, and yet the overall industry score was just 37%. Travel Outlook’s [the only hotel call center certified by KTN] most recent YTD score was 89% including these disruptive pandemic era months, and that is based on a criterion with 21 line-items.”