Although some technology companies don’t believe it, many hotel guests still prefer to shop and book hotel rooms by speaking to a real human being.
Hotels struggle to handle voice reservation calls at the property, because staff are so busy performing work for guests who are already at the hotel. Even when a hotel staffer can answer a reservation call, he or she is usually not trained in the fine art of selling via telephone.
Many central reservation system providers offer voice services but are overpriced, handle too many hotels per phone agent, and generally convert shoppers to bookers at a very low rate
Hotels sometimes deem voice services a success if calls are answered quickly and abandonment rates are low
Travel Tripper believes:
- Voice reservation services are a core component of your direct sales strategy – not merely an afterthought
- Conversion rates are the best measure of call center success and should be tracked and analyzed mercilessly
- Voice reservation agents are an extension of the hotels’ sales force and should be given similar training and incentives as an inside sales force
- Agents can and should offer hotel voice shoppers several room choices and add-on services
- Hotel reservation centers should be in the same geographic area as the hotels they service, for consistency in accent and market knowledge
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Travel Tripper teams up with Customer Direct
We have partnered with a top quality voice services provider—Customer Direct—to improve voice conversions for your hotel. Customer Direct’s hotel industry offering—Guest Direct—uses its unique SmartRez— solution to deliver best in class voice services performance.
SmartRez℠ is GuestDirect℠ ‘s unique approach to central reservation and booking services. SmartRez℠ combines Best Practices in reservation taking with a proprietary call workflow system to deliver a consistent and efficient booking process. The SmartRez℠ system not only incorporates a specific sales process, but is also customized with specific information and sales strategies for your properties.
SmartRez℠ services can be employed full-time as your exclusive booking service, or part-time for overflow, seasonal and after hours support. Regardless, our reservation support system and service will be tailored to your specific needs. This level of customization allows us to provide superior conversion rates.
