Does customer experience matter? Get a reservations call center

June 8, 2010 - PRLog -- Despite the effects of the economic downturn, the U.S. hotel industry is headed towards recovery, expecting brighter prospects in 2010 and 2011. This is according to the monthly forecast update by STR, a recognized leader for lodging industry and benchmarking. STR projects 2010 occupancy to increase 3.6% to 56.7%, with the industry’s recovery being driven by upper-end hotels.

With more guests checking in and more calls coming in, hotels depend on the capabilities of a reservations call center to help them manage volume calls. It enables them to respond more quickly, ensuring a high level of satisfaction. Customer expectations are far above the ground in this service industry. It is either you reserve for them or you lose them - forever.

Reservations for different business lines

Reservations is one of the most popular call center services. It allows businesses to focus on their goals while a highly trained team takes care of their customers. Popular hotel chains are using this service simply because every single call comes with a boatload of details – room type, rates, transportation, food, amenities, personal errands and more. Instead of an employee getting barraged with these questions and requests, a call center representative gets the job done more quickly. In addition, they can operate 24/7. This way, reservations are made and questions easily answered. You close the sale.

This service is no longer limited to large hotel operators. Smaller hotel chains can gain leading advantage with this service. Having a reservations call center can be used in:

- Airline reservations
- Dental clinic appointments
- Restaurant reservations
- Salon and spa reservations
- Travel agency reservations
- Doctors’ appointments
- Authorization handlings
- Ticket bookings

Using the reservations software (mostly owned by the business), agents can make scheduling with ease and passed on to companies for processing. This now makes call centers essential. They now become an extension of the organization’s workforce, driven to improve sales conversions and revenue per reservation. Businesses and their employees may find it surprising how much time they are able to save for more important tasks. Not to mention the lasting impressions they make every day with their clientele.

For more information on Magellan Solutions' reservations call center services, go to http://www.magellan-solutions.com.

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Magellan Solutions Outsourcing Inc is an expanding Philippine-based contact center providing high-quality offshore call center solutions to small-to-medium businesses, entrepreneurs and professionals worldwide. It offers inbound and outbound services.