Doug Kennedy explained that over the past couple of decades, most leading hotel brands and other third-party call centers have devolved call center models into a transactional process obsessed with call-time efficiency, ultimately hurting the success of voice as a distribution channel by not building rapport and imbuing a sense of personalization.
In contrast to this, KTN’s training brings back the art of being engaged with the prospective guests, using conversational flow and communicating authenticity so that a lasting, recurringly fruitful relationship is formed. Particularly for the current era of traveling during an ongoing pandemic, the personalized, conversational style required by KTN and embraced by Travel Outlook is all the more critical for recovery because guests are much more likely to call the hotel to ask about COVID-19 safety procedures and other temporary property changes.
KTN’s mission and curriculum emphasize the human element in hotel reservations sales. In order to qualify for KTN Certification, every member of Travel Outlook’s agent team participates in an engaging, interactive, three-part development program provided by KTN as part of onboarding. This starts with live, small-group webcam training provided directly by Doug Kennedy, one-on-one role-playing with KTN’s senior trainers, and a third small group training.
Other requirements for Travel Outlook’s reservationists include: