The recent moves within much of the hotel industry to implement special rates for loyalty members should put renewed emphasis on the importance of the voice channel and hotel call centers. The implementations of these rate changes are part of an overall effort on the part of hoteliers to increase revenue through direct hotel bookings. Intended to take back some of the revenue which has been given up to the Online Travel Agencies (OTAs), hotels are endeavoring to reestablish booking connection with their most loyal customers while engaging new ones as well. While the sales model of hotels has relied heavily upon online channels, both via brand websites and OTAs, the voice channel remains a vital tool for hoteliers in their efforts to steer customers away from booking hotel stays through non-direct channels.
Many sources estimate that as much as 75 to 80 percent of hotel revenue is produced through voice channels, particularly in the case of independent and higher end chain properties. The hotel call center can provide a much more personal and efficient link between the brand’s website and the customer. A preponderance of calls is now generated via mobile, by way of the click-to-call feature. This gives website users an avenue to continue booking direct because they may have become confused or are having some other issue trying to book on the brand’s site. Giving website users this option can greatly reduce booking abandonment. Other callers are deal-driven potential guests trying to beat the rates offered by OTAs. Whatever their motivation for calling, these callers must be successfully converted in an efficient and cost effective manner.
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 and services.
Through our extensive information data store, agents have full access to rates, inventory, points of interest, and mapping software to ensure the highest level of customer interaction. Operating in a fully distributed cloud environment, the Above Property 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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