1 in 4 calls is for sales. Do I need a Call Center?

At 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's why we present our new Call Center Service for hotels

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Did you know that 1 out of every 4 calls you receive could turn into a new reservation or upgrade?

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Telephone channel sales can account for up to 20% of total online sales and increase the average booking value by up to 60%. In addition, one in four telephone contacts with the hotel is a potential revenue generator, in the form of new reservations or modifications. In other words, this is an important direct sales channel that we must optimize to the maximum. But, do we have this channel controlled and optimized?

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Some questions can help you know if you need to outsource this channel:

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Who answers the reservation phone? Is it their priority task?

Do they 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 miss? Do you adequately cover the peak hours of the day? ...and the periods of the year in which you close? How do you handle customer calls?

What is the average duration of each call? And the sales conversion ratio 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?

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Offering a good telephone reservation service is very expensive and requires great specialization. That is why many of the large hotel chains have this service subcontracted to specialized call centers.

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Therefore, we propose outsourcing 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 can fully dedicate themselves to their main tasks. At 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 boost the telephone channel?

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More Sales

• You reach more potential customers
• You improve your conversion rates
• You increase revenue per customer
• You have additional resources to activate acquisition campaigns through this channel

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Less Costs

• You optimize your resources since you do not 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 call back those missed calls.

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Better Image

• You increase the qualitative and quantitative quality indexes.
• You homogenize the quality of contact with the customer.

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Greater Control, Better Information

• You get detailed and standardized information to analyze, plan, execute, and track.

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