In today’s hospitality industry, agile customer service is the key. Just as hotels are moving from ‘old’ hardware such as bulky pre-HD televisions and rotary phones to flat screens and smarter room phones, they are also moving to a focus that includes more of the ‘back end’ of what a hospitality business does: along with clean and presentable rooms and spaces, good services, and nice amenities, hotels and other lodging businesses are now working on delivering better service over the phone or the web.
Virtual call center tools can help upgrade a hotel’s capacity for call handling and delight the guests with ready information on reservations and a well-rounded data set including past stays, financial details, and even her/his likes and dislikes, from room service to the pool or food. These tools empower reservation and service staff to handle calls with more knowledge about the guest, which is a powerful way to retain business.
From PBX to virtual call center technology
As a precursor to today’s cloud-based and highly digitized call and communications systems, a technology called private branch exchange or PBX set the stage for allowing more communications within a facility at a lower price. PBX systems allowed businesses to ‘own’ their multiple phone lines within the facility. What newer tools add is the ability to utilize smarter Voice over IP or VoIP lines, while often times allowing the hotel to continue to use analog phones. Virtual Call Center tools add a range of CRM resources, which help hotel employees to identify returning clients each time they contact the business. Many other features of these technologies allow for long-term planning, for example, in the pursuit of full booking year-round, which gives a hospitality business a much-needed advantage in a very competitive industry.
Booking a room
The best Virtual call center tools come with everything that will allow hotel management to know more about a customer in order to serve her/him better – and that includes reservations. While less modernized hospitality businesses struggle with old DOS-based or obsolete operating system applications, businesses with Virtual Call Center can automate much of the reservation process, while offering the customer what they want, without even asking them about all of their preferred stay details. Again, industry consultants know that this kind of “pre-emptive” service can mean the difference between full rooms or silent-empty hallways.
For any leader or manager of hotel or hospitality business, it’s worth looking into what new, innovative cloud services can do, and how these tools can earn the loyalty of their guests simply by improving the quality of phone interactions.
Justin Stoltzfus is a freelance writer covering technology and business solutions at Techopedia and Business Finance Store, as well as Ringio’s blog, focusing on emerging trends in IT services.
Ringio offers complete call center solution for a hospitality business. Ringio virtual call center comes with powerful CRM features, call queuing and automatic call distribution and other powerful features. Explore more on Ringio call center and sign up for a free trial.