1. INCREASES SALES SIGNIFICANTLY
Outsourcing overflow calls will help you increase hotel revenues, reduce costs, and provide efficiency and quality both in time management and in the use of existing resources.
The ability of the call centre to make strategic decisions is a differential fact. The possibility that the call centre can carry out revenue campaigns, such as opaque rates and exclusive discounts, increases the conversion ratio and reduces cancellations by up to 20%.
Closing the sale of last available rooms, as well as cross-selling and offering up-selling in personalised attention, can increase the average price of the reservation by up to 60%.
2. MINIMISES COSTS
Customer service is key for a hotel. It is fixed cost that can be reduced if the service is outsourced. That being the case, we avoid other problems such as staff turnover and recruitment costs.
3. AVOIDS MISSED CALLS
Being innovative and having an advanced technology adds more value to the booking process. This modernisation reduces the operational cost while increases the perception of value by customers. Managing missed calls in a call centre is a strategic point in the relationship with customers. To avoid these cases, the peaks of calls that a call centre may suffer must be controlled, with additional resources available to cover all the needs, as well as having a call back service to the client, so that no call is left without being attended.
4. BUILDS CUSTOMER LOYALTY
A well-attended customer becomes a regular one. If the customer feels that they are really heard, and their query has been resolved, the satisfied client will return, and not only that, but they will also recommend it to other people. Every call you lose is a lost sale. In addition, probably the customer who has called and has not been attended will not call again, and this will result in negative loyalty. Remember that, on average, one out of four calls received by the hotel is a potential revenue generator.
5. ALLOWS GREATER CONTROL FOR DECISION MAKING
The contact centre record all the calls made and this information can be very useful in making decisions by the hotelier. It should be noted that the large hotel chains already collaborate with outsourced companies to optimise their call centre service, monitor analysis, and prepare periodic reports to solve complaints, needs and opinions to the hotelier.
6. IMPROVES BRAND IMAGE
A satisfied client becomes an ambassador of the hotel. Sometimes the conversations that are generated (if they are positive), are the best publicity that a hotelier can have. Today, the immediacy and reach of the Internet can become an ally or the worst enemy, depending on the experience the client has had.
7. OPTIMISES RESOURCES
On numerous occasions, the property cannot properly attend their customers due to lack of time, overflow of calls, lack of resources, etc. And this can cause significant damage to the hotel. Therefore, optimising this service can be very beneficial. A professional team specialised in customer service, has staff capable of optimally meeting the needs of each client. 8 out of 10 hotels do not have a specialised call centre service.
8. IMPROVES SERVICE QUALITY
An external and specialised call centre improves the quality of the service, which, in turn, positively affects the customer’s experience. One receptionist cannot take internal and external calls and look after their guest simultaneously. Keep in mind that both the customer who calls or the one at the reception desk are equally important. If they are not being taken care of properly, they will have a negative experience.
