The modern hotel sales model relies heavily upon online sales via either the hotel website, at best, or online travel agencies at worst. The hotel reservation call center has clearly become de-emphasized in favor of this indirect, hands-off approach. Hoteliers increasingly focus on expanded distribution and outbound marketing to gain reservations, at the expense of a dedicated call center.
This is an unfortunate situation because many revenue dollars are left on the table in the form of OTA fees and booking abandonment. It is true that call volume is down due to the rise in online sales sources. However, a wide number of sources estimate that as much as 75 to 80 percent of a hotel’s revenue may still be produced by the voice channel. Many of these calls are generated via mobile, by way of the click-to-call feature. Additional sources include callers who are confused and having trouble booking on the website. Many are deal-driven and are trying to beat the rates offered by online travel agencies. Whatever their motivation for calling, these callers must be converted efficiently and cost effectively.
The Above Property Call Center module allows agents to be more productive and provide the highest level of customer service by combining workflow efficiency with visual communication. The module takes full advantage of Above Property’s Distributed Reservation System or your existing reservation system to allow agents to efficiently sell, as well as up-sell revenue generating products.
Through our extensive information data store, agents have full access to rates, inventory, points of interest, and mapping to ensure the highest level of customer interaction. Operating in a fully distributed cloud environment, the Above Property Call Center module can integrate with existing systems as well as take advantage of the full suite of complementary modules within the Above Property Travel Platform.
CCM KEY FEATURES
- Visually communicative
- Access anywhere
- Workflow optimized
- Analytics, metrics, and feedback available in real time
- Works with existing systems
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