Many organizations are facing staffing lacks like never seen before; this is especially impacting the hospitality industry.
NB: This is a short article from Revinate
How can you run an appointment department short-staffed and still have the ability to use raised guest service and increased revenues? The answer is Lead Form Capturing Technology interfaced with your phone system and PMS to automate the process. Lets have a look at a couple of call circumstances.
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THE SHOPPING SCENARIO
When Ray calls back, the lead form immediately opens, providing the representative with the information from the previous call. This not just helps her much better serve the visitor, however equally crucial– lowers the call time from a typical 6.5-minute call to just 4, a 38.5% increase in performance.
When Ray calls back on Tuesday, the process begins all over again– doubling everyones efforts.
THE RESERVATION CHANGE SCENARIO
Since PMS is not linked to your phones, it cant immediately open a stay or visitor tile. Weve estimated this to be a 16% increase in effectiveness, decreasing a 6.5-minute call to 5.46-minutes.
THE BOOKING SCENARIO
Sam (Rays brother) has chosen to sign up with the trip. Sam calls into the booking department and starts booking his stay. This time the representative works only in PMS, completing the appointment and after that keying the res number into the lead type via copy-paste, chooses a factor for stay and then saves and closes the lead kind. The lead kind is synched with PMS and records all the offline marketing tracking and agent revenue performance.
Automating information capture and retention increases reservation representative efficiency by 16 to 38.5%, but more importantly it avoids a possibly huge loss. Consider it this method; if your call center manages 50k calls each year, average call time is 6.5 minutes; this corresponds to 5,417 hours of labor a year. At an average of $20 an hour this totals out to $108,340 in labor cost! By reducing this by 38.5% there is a cost savings of $41,710.
Automating will likewise increase real performance– an increase in conversion, the chance for outgoing sales and a 2nd possibility booking with car retargeting … plus happier visitors and reservation representatives.
Learn more articles from Revinate
When Ray calls back, the lead kind instantly opens, presenting the representative with the details from the previous call. This not only assists her better serve the visitor, however similarly crucial– minimizes the call time from an average 6.5-minute call to simply 4, a 38.5% increase in effectiveness. Weve approximated this to be a 16% increase in effectiveness, lowering a 6.5-minute call to 5.46-minutes.
When Ray calls back on Tuesday, the process starts all over again– doubling everyones efforts.
Lets take an appearance at a couple of call situations.