Hershey Entertainment & Resorts Commits to First-Call Resolution

PRLog (Press Release) - Oct. 5, 2012 - Not too long ago, when a customer called the Hershey Entertainment & Resorts' call center, the agent they spoke to would have been able to tell them about availability, rates, and what the Hotel Hershey or the Hershey Lodge was like.

But if the customer was interested in booking a tee time at one of the resort's golf courses, or making a reservation at one of the resort's restaurants, then the agent would have to transfer the customer to someone at the golf course or restaurant.

It was a poor service model, which is shared by organizations in many industries.

The first step in the transition to a one-call resolution experience for Hershey customers was finding a technology tool that would merge data from all of the Hershey resort components and allow Hershey agents to book all aspects of the guest experience.

The second step was dedicated to what Justin Robbins, manager of training and guest experience calls "familiarization" with the resort's offerings. "And that meant getting agents out in the resort and getting them involved in experiencing these things from the guest's perspective."

The changes to the Hershey call center also called for a fresh look at the center's performance metrics and the balance between measuring for efficiency and measuring for effectiveness.

Details on this sweet conversion to first-call resolution appear in the October issue of "Customer Service Newsletter."

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For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."

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