how hospitality industry can thrive by contact center outsourcing?
TRANSCRIPT
How hospitality industry
can thrive by contact
center outsourcing?
The dwindling economic situation in the US
has affected the hospitality industry quite
drastically. The number of bookings in most
hotels is at their record low. But there are
signs that the tale would be different in
2015. But many hotels have already winded
up their business because the Revenue Per
Available Room was not enough to support
the infrastructure costs.
There have been a large number of
acquisitions and mergers in the last year or
so. This does not however mean that all is
lost for the hospitality industry. There is a
bright light at the end of the tunnel.
Experts predict that the hospitality industry
will regain a lot of its lost momentum in
2015 and the number of guests will
definitely improve. If you are into the
hospitality industry then it is time to get
back to the board and have a chalk in hand.
It is time to start afresh and chalk new
strategies which would auger well among
the guests. If you want to create a
distinctive difference between your hotel
and the rest of the lot, then the services of a
contact center outsourcing company are
absolutely necessary.
Why Contact Center Outsourcing is a
Better Option?
There are many hospitality companies that
have their hotels in multiple locations
(whether in the same country or in others).
To manage the booking there are
fragmented reservation centers. This is not
the ideal way to deal with the reservation.
Fragmentation leads to a lot of confusion
and inconvenience for guests. There should
be a single place to book rooms across all
the locations. Such a task can be handled
capably by the experts from contact center.
Some people feel that using the local
contact centers is a better idea than using
the contact center outsourcing services. Of
course the local companies would be able
to support the native language customers,
but so would the outsourcing services.
The outsourcing services from India have a
good set up in place which enables them to
train employees in language skills. There
are many parts of the US which are resided
by Spanish speaking people, the multi
lingual support feature of certain contact
centers will help you leverage the contacts
from such areas.
Another vital aspect that works against
hiring the local companies is the cost factor.
As mentioned before the hospitality industry
is still recovering from the effects of recent
economic slump, so shelling out exorbitant
amounts to hire a local contact center is not
the wisest decision.
The outsourcing services can perform the
same job at fraction of the cost. Handling a
hospitality process is not as simple as it
may look. Unless you select a really
experienced contact center, you are up for
a lot of harassment.
One of the complexities of handling a
hospitality process is that there are various
types of ownership such as franchises,
Real Estate Investment Trusts, owned
properties and management companies.
The offerings for each of these properties
are different and so are their goals. So, the
outsourcing company needs to understand
the exact goals and then align themselves
to attain it. There are some other factors
which make contact center outsourcing a
good choice for the hospitality industry.
Other Factors
Decrease in Redundancy: The
outsourcing services are not reliant
upon location so they can help
centralize the functions of a multi-
location company. In the fragmented
model there are many departments who
are working at the same function, for
example payroll.
The contact centers with the accounting
processes and organizing capabilities
can create a single payroll system
across the company.
Increase in Staff Efficiency: The
contact centers can bring in operational
efficiency by including all the employees
onto a single email or chat platform.
Trainings can be organized at a
centralized location rather than having
them at each branch office. Reporting
systems can be improved and can be
done virtually.
New Technology Implementation: The
contact centers enable hospitality
companies to implement and test new
technologies or processes. They can
take views from different departments
and customers to understand the exact
technology that would aid in smoothing
the internal process.
Leverage Special Offer: Best way to
attract crowds to your hotel is to offer a
hard to overlook offer. But the offer
should be promoted in the right
channels to attract the crowd. This can
be done by the contact centers and then
when the phone starts ringing they can
convert most enquiries into bookings.
Converting the prospects into sales
needs a special set of skills which the
executives possess.
Reach Major or Minor Markets: The
multi-lingual support, multi-channel
support and 24X7 support of the
outsourced contact centers would help
you reach out to all the major and minor
markets. The guests can contact your
brand through voice calls, emails, web
chat or social media.
They can speak in a language of their
preference. They can even get in touch
with the brand at times that best suit
their schedule. So, the chance of losing
customers is at the least.
Enviable Brand Image: When all the
communications are professional and
targeted towards a common goal the
person on the other side will find your
brand likeable. The problems of the
guests will be solved within no time at all
and they will have no complaints against
the customer support. This will help you
get repeat bookings and referred sales.
The best times are ahead for the hospitality
industry. To leverage the benefits, some
smart decisions need to be made. One
such decision is choosing the services of
contact center outsourcing company. For
more detail visit: http://www.vcallglobal.com/
You can call at: +1-(202)-558-2065
We also reply the queries on our email at:
Our main office is located at:
75 Second Avenue Suite 620
Needham MA 02494