Complete Results
Key Highlights
- Increased customer satisfaction due to Callbox agent friendliness.
- Reduced overall costs on managing customer services.
- Opened the opportunity to talk to a live operator 24/7.
About the Client
Headquarters
USA
Industry
Hospitality
Location
USA
Target Audience
Decision Makers
Hotel Guests
Industries
B2C
Locations
USA
The Client
The Client is a worldwide market leader in online hotel reservations; provider of fast, secure and easy-to-use booking system with access to over 35,000 hotels, inns, B&Bs, and resorts. The Client was losing online sales due to both seasonal and irregular network congestion. They believed that frustrated customers were abandoning the sales process when browsing seemed too slow. Factors beyond their control did not allow them to “fix the internet”.
The Challenge
The Client believed they could save these abandoned sales by making their online reservation system available over the phone, allowing potential customers to talk to a live operator 24/7. They decided to provide a prominently displayed toll-free number on their website believing that live operators could keep the customer on the line until closing the sale during congested periods.
By electing to outsource, they hoped to find a single experienced call center could cut costs by managing both incoming phone sales and customer service for cancellations or reservation modifications.