8 reasons why your hotel should have an optimized Call Center

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

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1) SIGNIFICANTLY CONTRIBUTES TO INCREASED SALES

An optimal call center service will help you increase hotel revenue, reduce costs, and provide efficiency and quality in both time management and the use of existing resources.

The call center's ability to make strategic decisions sets it apart. The possibility of carrying out revenue campaigns, such as opaque rates and exclusive discounts, increases the conversion ratio and reduces cancellations by up to 20%.

Closing sales on the last available rooms, as well as cross-selling and up-selling with personalized attention, can increase
the average booking price by up to 60%.

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2) MINIMIZES COSTS

Customer service is essential for any hotel. This implies a fixed cost that can be reduced if the service is outsourced. This way, we avoid other problems such as staff turnover and hiring costs.

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3) AVOIDS LOST CALLS

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

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4) BUILDS CUSTOMER LOYALTY

A satisfied customer becomes a regular one. In other words, if they feel they are truly being heard and their needs have been met, the satisfied customer will return, and not only that, but they will also recommend it to others. Every call you miss is a lost sale. Furthermore, the customer who called and was not attended to will probably not try again, resulting in negative loyalty. Remember that on average, one in four calls received by the hotel is a potential revenue generator.

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5) ALLOWS GREATER CONTROL FOR DECISION-MAKING

Contact centers keep records of all calls made, and this information can be very useful for hoteliers when making decisions. It should be noted that large hotel chains already collaborate with outsourced companies to optimize their call center service, track analysis, and prepare periodic reports to relay complaints, needs, and opinions to the hotelier.

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6) IMPROVES THE HOTEL'S IMAGE

A satisfied customer becomes a hotel ambassador. Sometimes the conversations that are generated (if they are positive) are the best advertising a hotelier can have. Today, the immediacy and reach of the internet can become an ally or the worst enemy, depending on the customer's experience.

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7) OPTIMIZES RESOURCES

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

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8) IMPROVES SERVICE QUALITY

An external and specialized call center improves the quality of service, which in turn positively affects the customer experience. On the other hand, if customers are attended to by the reception itself, the time you dedicate to attending to your customers who call by phone is taken away from the activity that takes place at the hotel reception. It must be taken into account that both the customer who calls the hotel and the one who is at the reception are equally important, are not being properly attended to and are having a bad experience.

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Contact us now for more information about our call center for hotels solution and don't miss the opportunity to earn more with your bookings.

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