1 out of every 4 calls is a sales call. Do I need a Call Center?
January 22, 2024
In Roiback we are always attentive to offer you solutions that allow you to adapt in a constantly evolving market, offering you the best solutions to facilitate the management of your direct channel. That is why we present our new Call Center Service.
Did you know that 1 out of every four calls you receive could turn into a new booking or upgrade?
Telephone channel sales can account for up to 20% of total online sales and increase the average booking amount by up to 60%. In addition, one out of every 4 telephone contacts with the hotel is a potential revenue generator, in the form of new reservations or modifications. In other words, it is an important direct sales channel that we must optimize to the maximum. But, do we have this channel under control and optimized?
Some questions can help us to know if we need to outsource this channel:
Who answers the reservations phone and is it your priority task?
Do you have specific training to sell over the phone?
Do you have information on this sales channel? How many calls do you receive? How many do you lose? How well do you cover the peak times of the day? ...and the periods of the year when you close? How do you handle customer calls?
What is the average time per call and the conversion rate to sales per call?
Do you know what quality of service you offer? Can you record the calls and listen to them later to improve the quality of service?
Offering a good telephone reservation service is very expensive and requires a great deal of specialization. That is why many of the large hotel chains have outsourced this service to specialized call centers.
Therefore, we propose you to outsource your call center, which will allow you to increase sales through this channel and standardize the quality of your telephone service. In addition, your reception and administration staff will be able to fully dedicate themselves to their main tasks. In Roiback we work with a leading company in the management of call center services, with extensive experience in the tourism sector, to offer you all the advantages of a specialized service.
Why is it a Service that can help you to leverage the telephone channel?
- You reach more potential customers
- Improve your conversion rates
- Increase revenue per customer
- You have additional resources to activate recruitment campaigns through this channel.
- You optimize your resources since you don't have to adapt your staff to the peaks and valleys of the service or to the periods in which you close.
- You implement advanced technology, which for example allows you to automatically redial missed calls.
- You increase the qualitative and quantitative quality indexes.
- You standardize the quality of customer contact.
Greater Control, Better Information
- You get detailed and standardized information for analysis, planning, execution and follow-up.