Has Hotel Call Centers played out its role in the customer service market?

The digital revolution has transformed how customers today interact with Hotels at every micro-moment of their journey.

Every Hotel today is trying new alternative ways to differentiate themselves on price and service offers.

How can Hotels better serve customers today that are even more demanding looking for comprehensive and unique customer experience?

The art of storytelling

Your Hotel call center is one of the main channels where your customers can interact with your brand, so its performance matters a lot.

Hotel call centers are something that has a special place in my heart. This is where it all started for me.

I was not very good at selling, but I discovered I had one advantage – my accent. So, with the tools we had available at the time at the call center I learned the art of storytelling.

Once I understood the art of storytelling that is when I really fell in love with the Hotel Industry.

At the time our roles were defined as Reservation Agents. Today we all have become either brand ambassadors or advocates.

Our roles today represent;

  • The listener
  • The teacher
  • The storyteller
  • The Social Media service performer
  • The Digital experience
  • Customer journeys
  • The Customer Experience

Hospitality can be very complex at times. I say as J W “Bill” Marriott, Jr. “Hospitality comes from our soul, and it has to be genuine”.

To me Hospitality is Art. It is like the painter that uses a combination of colors to create a picture. And we all will have a different perspective of how we view the finished product. The key is to bring out the commonalities that tell us that this is an experience we want to share with others.

Today’s Hotel call centers have to marry the art of Hospitality with storytelling to provide new alternative unique offerings.

Artificial Intelligence (AI) will transform the Hotel Call Center Experience

Artificial intelligence (AI) will help Hotel call center brand ambassadors to complete repetitive, predictable tasks or takes them over.

Instead of replacing the reservation agents, AI will enhance their skills and allow them to move beyond routine tasks, like collecting and reporting information, to customer interactions requiring deeper insight and analysis.

AI will help Hotel Call Center with new value innovation incentives through;

Increased efficiency – improve core call center operational metric for customer service

Reduce concerns – better support for successful customer journeys

Enhance customer empowerment – increase self-service engagement for research, discovery, and resolution

Proactive actions – highly targeted insights to notify, educate, schedule, and interact with new digital platforms

Preventive service – increase preventive services via manual and automatic engagements

How Do You Measure the Performance of Your Call Center [Infographic]

We’ve all been the beneficiaries of good customer service at some point in our lives. We’ve had someone make a bad product or service right by extending some sort of olive branch and helping us feel better about the money we’ve spent or the people we’ve encountered.

And then we’ve also all probably been the recipients of bad customer service, too — the times and places where employees of a company just don’t seem to care, at all, that something went wrong.

For the latter, we all know how we feel about that particular business when the customer service episode is ended. And now with social media, we all have a method to be able to share that unfortunate experience.

That, in a nutshell, is why it’s important for you to understand what’s happening in your call center and be able to measure it. How do you do that? This graphic helps explain it.

Click To Enlarge

   How Do You Measure the Performance of Your Call Center

Via Salesforce

Related article: Why GDPR Compliance Will Help Strengthen Your Hotels Relationship Marketing


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About the author

Are Morch is the founder and owner of Are Morch – Hotel Marketing Coach. Get more from Are on Facebook | Twitter | LinkedIn | Pinterest | Instagram| Podcast