Direct Channel
Hotel Distribution

A Contact Centre’s main values

44 comments

31 March 2017 at 13:05, by

Faced with a disheartening political panorama, one October morning in 1835, Antonio Meucci and Ester Mochi leave their natal Florence to start their voyage across the American continent. Some 20 years later Ester, immobilised from rheumatism cannot leave her room, located on the second floor of her Staten Island residence. Antonio, an industrial engineer, invented a telephone to connect the ground floor of their home with his wife’s room. A romantic start to the age of telecommunications.

But, returning to the 21st century, let’s briefly enumerate the combination of present day hotel distribution: website, OTAs, offline travel agencies, corporate, GDS, metasearch engines, tour operators, opinion portals, flash offer platforms, and, if I’m pushed, even social networks take part in the distribution channels. But, what about the telephone? They told us to connect to social media to listen to our clients, and we forgot the most basic, easiest way to interact with our clients: the telephone.

 

idiso-contact-call-center

Is your business’s voice channel under control?

What do you know about its conversion rate?

Have you noticed that some clients will call your hotel rather than book online?

Do you have a different strategy implemented for this channel?

Do you think you have the correct profiles tending the phone calls?

Do you view it as a main feature and revenue generator?

 

I will share with you 4 premises about the value of a proper Contact Centre, I hope they at least will offer some clarification:

 

1. A channel with a better conversion rate than a website and a distribution cost lower than an OTA

Let’s be clear, a website can never reach the same interaction levels as a telephone agent. An agent can easily guide the client to booking, answering any questions they may have automatically. Any requests about the type of room, capacity, restaurant opening times, access, payment methods, cancellation terms, etc. can be explained straightaway, during the booking process, increasing conversion rates significantly. On the other hand, many users are wary of entering credit card details into online payment programs, and therefore prefer to use the website as a tool for information and comparison before booking, and go on to use the phone to make the actual reservation. Finally, if we weigh out the distribution cost per voice booking, it is a lot lower than that of any OTA.

 

2. It allows us to implement Revenue Management style strategies

There are nearly endless possibilities. We can develop exclusive actions according to market type (nationality, language, etc.) or type of client (business, vocational, etc.). We can create specific campaigns for the voice channel that are totally different from other channels. We can even break with parities and launch proposals depending on the time, automatically offer a price match, promote exclusive upgrades, etc.

 

3. Higher average price per booking

Listening to the client, as well as understanding their needs better, allows us to offer more services, increasing the average price per booking. Superior room and breakfast are the services that are most often added to a booking, but there are other services the client may not have known about before calling (airport transfers, late check out, etc.).

 

4. It increases the conversion rate of our website

We can see how national and international chains that opt for this channel use a Contact Centre and publish the phone number on the booking button, to make it easier for the client to finish the process. Clients prefer to book with a hotel that has telephone backup in case there is a problem with their booking.

 

Where did we collect this data?

Easy, in 2016, the Idiso Contact Centre, received just over 1.8 million calls, we managed nearly 320 thousand bookings and generated sales of over 150 million euros. We are the only Hotel Exclusive Call Centre in Spain (we are not interested in offering any other type of service) the department is made up of more than 300 professionals who offer their service in 7 languages 24 hours a day, 365 days a year.

If you would like us to help you increase your profits through this powerful channel, please contact us at : comercial@idiso.com.

Idiso

Idiso

Idiso is much more than a technological service provider. Our mission is to provide real value to our clients. We want to become THE GLOBAL HOTEL SALES PARTNER, helping hoteliers sell more and better thanks to our 360º distribution and marketing solutions.

44 comentarios 

  1. hertsparentcarers.org.uk 14 September 2017 - 22:35

    Buy real online usa http://hertsparentcarers.org.uk/wp-content/languages/pharmacy/buscofen.html purchase in usa.

  2. students4houses.co.uk 14 September 2017 - 22:48

    Buy generic online australia http://www.students4houses.co.uk/wp-content/pharmacy/ultracet.html cheapest price for online.

  3. smartbbdev.co.uk 15 September 2017 - 1:07

    Where do I order http://www.smartbbdev.co.uk/try-buy/pharmacy/cosil.html tablets online purchase.

  4. civic hall stanley 15 September 2017 - 3:28

    Without a doctor prescription http://www.civichallstanley.co.uk/civic/pharmacy/aswaganda.html order tablets.

  5. PC Care UK 15 September 2017 - 5:53

    Order generic online overnight http://www.pccareuk.com/home/pharmacy/forli.html buy pills australia.

  6. westerham society 15 September 2017 - 5:53

    Order overnight http://www.westerhamsociety.org.uk/wp-content/pharmacy/selectin.html buying in costa rica.

  7. Angie Maya Campbell 15 September 2017 - 8:17

    Where can I buy generic online safely http://www.angiemcampbell.com/wp-docs/pharmacy/praxis.html order tablets.

  8. larkrise.oxon.sch.uk 15 September 2017 - 8:17

    Australia for sale http://www.larkrise.oxon.sch.uk/owanalytics/pharmacy/trinidazole.html purchase cheap.

  9. Gardens Service 15 September 2017 - 10:56

    Where can I get near me http://gardens-4-u.com/css/pharmacy/l-tryptophan.html buy pills online australia.

  10. davejohnsondesign 15 September 2017 - 13:46

    Without a doctor prescription http://www.davejohnsondesign.co.uk/online-payments/pharmacy/captopril.html buying in europe.

  11. opsgroup 15 September 2017 - 16:34

    Buy over the counter london http://www.opsint.com/wp-docs/pharmacy/index-20.html cost per pill canada.

  12. designer 15 September 2017 - 19:29

    Where can I buy over the counter in south africa http://designermenu.co.uk/wp-content/pharmacy/dolex.html to buy in toronto.

  13. ADP 15 September 2017 - 22:10

    Buy online usa overnight delivery http://www.adpdirectltd.co.uk/wp-docs/pharmacy/amoxycillin.html pills cheap.

  14. RonOranuami 28 September 2017 - 12:43

    Best Overseas Pharmacies online accutane forum Priligy Tomar cialis Levitra Zapfchen Viagra Doctor Calgary

  15. MigunagAmogs 28 September 2017 - 22:34

    Viagra Achat En Suisse En Asnieres Free Sample Levitra online pharmacy How To Order Viagra From Canada

  16. Larwase 1 October 2017 - 12:12

    Levitra Duration cialis buy online Mail Order Viagra From Canada

  17. RonOranuami 2 October 2017 - 10:52

    How Long Does Viagra Last Apcalis Cialis Without Presc generic levitra no prescription Comprar Cialis En Farmacias Espanolas Avis Sur Achat Cialis En Ligne Finasteride Barato Comprar Propecia

  18. MigunagAmogs 2 October 2017 - 15:16

    Comment Obtenir Baclofene Mejor Cialis O Viagra cialis Cheapeast Stendra Avanafil Ups Website Free Shipping On Line Healthy Male Viagra Offer Assunzione Levitra

  19. RonOranuami 3 October 2017 - 23:15

    Levitra No Rx Generic Flagyl In Kansas City Acquistare Kamagra In Canada levitra without prescription Viagra Chino Cialis Utilisation Zithromax Side Effects Rash

  20. RonOranuami 5 October 2017 - 9:47

    Co Amoxil Buy Prozac viagra online pharmacy Forum Cialis Sans Ordonnance Acquisto Viagra Online Reato

  21. MigunagAmogs 5 October 2017 - 14:27

    Levitra Originale Miglior Prezzo Estrofem For Sale viagra Misoprostol Cytotec Acheter Viagra Marocaine

  22. Larwase 5 October 2017 - 18:10

    Viagra Halt Schnittblumen Langer Frisch Cialis 10 Mg Quanto Costa Tadalafil Cheapest Online cialis Buy Xenical Online Usa Propecia For Daily Use Zithromax Powder For Chlamydia

  23. Switch 2 Energy 5 October 2017 - 21:53

    Over the counter countries http://www.switch2.co.uk/wp-includes/certificates/pharmacy/anival.html banned uk.

  24. DILLONS 6 October 2017 - 0:07

    pills cost http://pmwyre.com/wp-content/languages/plugins/pharmacy/ciprol.html pills buying.

  25. hopeworks.org 6 October 2017 - 0:07

    Where can I buy online in the usa http://hopeworks.org/wp-content/pdfs/pharmacy/navidoxine.html where to buy in singapore.

  26. HINTERBROOK 6 October 2017 - 2:16

    generic online next day delivery http://weslowrey.com/wp-content/uploads/pharmacy/herpesin.html generic pill description.

  27. winnerbikeshop 6 October 2017 - 6:42

    uk sales http://winnerbikeshop.rs/wp-content/uploads/pharmacy/ziana.html australia online.

  28. Centro Garden 6 October 2017 - 8:53

    Cheaper alternatives http://jopincushion.com/wp-content/uploads/2016/01/pharmacy/dicicloverina.html Where to buy over the counter.

  29. burlington downtown 6 October 2017 - 8:53

    lowest price for generic http://burlingtondowntown.ca/news/img/pharmacy/mobilis.html cost ireland.

  30. Cellars 6 October 2017 - 11:07

    generic price http://carolinecellars.com/img/apps/pharmacy/allobeta.html buy australia.

  31. mkrs mrkt ca 6 October 2017 - 11:07

    where can i order http://www.cleanindia.org/wp-content/pharmacy/medolin.html tablets in usa.

  32. IRONDAMES 6 October 2017 - 13:24

    Canada otc http://kurt-security.com/wp-content/languages/pharmacy/metacam.html order online cheap.

  33. centrogarden.com 6 October 2017 - 13:24

    Where can I buy over the counter in south africa http://centrogarden.com/news/img/pharmacy/keflex.html where to buy in philippines.

  34. itsawildthing.com 6 October 2017 - 15:42

    buy online overnight delivery http://www.kentinvictachamber.co.uk/wp-content/uploads/2011/04/pharmacy/epaq.html generic usa.

  35. Dillons 6 October 2017 - 15:42

    canada generic online http://cocktailcup.ca/wp-content/uploads/2016/01/pharmacy/grifulvin.html cost of generic in canada.

  36. Hockey 6 October 2017 - 17:57

    next day delivery canada http://kentandmedwaygrowthhub.org.uk/wp-content/uploads/2017/05/pharmacy/ibumetin.html how much does cost.

  37. CORE RESIDENTS CA 6 October 2017 - 17:57

    professional online canada http://coreresidents.ca/blogs/media/pharmacy/ambigram.html cost australia.

  38. RonOranuami 8 October 2017 - 3:57

    Levitra Niedriger Blutdruck cialis Viagra Pills Legal Sites Amoxicillin Dosage Bladder Infection Online Pharmacy Thailand

  39. MigunagAmogs 8 October 2017 - 15:38

    Prezzo Cialis Originale Farmacia Acquista Viagra Senza Ricetta Vender Viagra viagra online Mod200

  40. Larwase 9 October 2017 - 10:07

    Priligy Scheda Tecnica levitra pills for sale Viagra Generika Bewertung

  41. Larwase 11 October 2017 - 5:02

    Cephalexin Dose For 200 Pounds viagra Viagra 40 Pills For 99 Cialis Rembourse

Leave a Reply

campos obligatorios *

También te puede interesar