8 reasons for your hotel to have an optimized Call Center

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March 1, 2024

Paco Ferrer, Product Development Manager, is an online sales distribution technician with more than 8 years of experience in the industry, passionate about the digital world and ecommerce.

If you are trying to improve your results in the call center sales channel, Roiback can help and advise you to achieve it. We are aware that it is one of the most important and significant sales and customer loyalty channels. Below, we analyze the reasons why the call center sales channel must be optimized.

1) CONTRIBUTES SIGNIFICANTLY TO THE INCREASE IN SALES

An optimal call center service will help you increase your hotel's turnover, reduce costs and provide efficiency and quality in both time management and utilization of existing resources.

The call center's ability to make strategic decisions is a differentiating factor. The possibility of carrying out revenue campaigns, such as opaque rates and exclusive discounts, increases the conversion rate and reduces cancellations by up to 20%.

Upselling the last available rooms, as well as cross-selling and offering up-selling in personalized attention, can increase
up to 60% the average price
of the reservation.

2) MINIMIZES COSTS

Customer service is something that a hotel cannot do without. This is a fixed cost that can be reduced if the service is outsourced. In this way, we avoid other problems such as staff turnover and recruitment costs.

3) AVOIDS MISSED CALLS

Being innovative and having advanced technology brings greater value to the booking process. This modernization reduces the operational cost while increasing the customer's perception of value. Managing abandoned calls in a call center is a strategic part of customer relations. To avoid these cases, the peaks of calls that a call center may suffer must be controlled, having additional resources available to cover all needs, as well as having a call back service to the customer, so that no call is left unattended.

4) BUILD CUSTOMER LOYALTY

A well-served customer becomes a regular customer. That is to say, if he/she feels that he/she is really listened to, and the need he/she had has been solved, the satisfied customer will come back, and not only that, but he/she will also recommend you to other people. Every call you miss is a lost sale. In addition, the customer who has called and has not been attended will probably not try again, resulting in a negative loyalty. Remember that on average, one out of every four calls a hotel receives is a potential revenue generator.

5) ALLOWS FOR GREATER CONTROL IN DECISION MAKING

Contact centers keep records of all calls made and this information can be very useful in the hotelier's decision making process. It should be noted that large hotel chains already collaborate with outsourced companies to optimize their call center service, they carry out follow-up analysis and prepare periodic reports to transfer complaints, needs and opinions to the hotelier.

6) IMPROVES THE IMAGE OF THE HOTEL

A satisfied customer becomes an ambassador of the hotel. Sometimes the conversations that are generated (if they are positive), are the best publicity a hotelier can have. Nowadays, the immediacy and reach of the Internet can become an ally or the worst enemy, depending on the experience the customer has had.

7) ALLOWS TO OPTIMIZE RESOURCES

On numerous occasions, the establishment cannot properly attend to its customers due to lack of time, overflow of calls, lack of resources, etc. This can cause significant damage to the hotel. Therefore, optimizing this service can be very beneficial. A professional and specialized customer service team has staff capable of optimally attending to the needs of each customer. According to our data, 6 out of 10 hotels do not have a specialized call center service.

8) IMPROVES THE QUALITY OF SERVICE

An external and specialized call center improves the quality of service, which, in turn, positively affects the customer experience. On the other hand, if the clients are attended by the reception, the time you have to dedicate to attend your clients who come by phone, is taken away from the activity that takes place at the hotel reception. Keep in mind that both the customer who calls the hotel and the one who is at the reception are equally important, they are not properly served and are having a bad experience.

Contact your DCS now to learn more about our call center solution and don't miss the opportunity to earn more with your bookings.

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