3rd Party Remote Call Monitoring Feature

As anyone who’s called into a contact center may know, call recording and monitoring technology provides customers with an outlet to give feedback, both positive and negative, as well as save it “on the record”—so to speak. By having this information recorded and stored, managers can analyze the data for future products, services and overall performance analytics. This sort of information is crucial in improving customer service, but it also lends to enhanced business success.

For hospitality and lodging, call monitoring can help simplify many processes, including training and marketing analysis. In Texas, Horseshoe Bay Resort recently implemented a system that not only provides with reservation sales training, but marketing tracking to see how and why campaigns are working.

Making reservations is the crucial step in hospitality, as it brings in customers. How this process goes is the launching point to a great customer experience. The hospitality industry is entirely vested in identifying and nurturing its customers' sense of welcome, no matter what product is provided. In the case of lodging, it’s all about feeling “at home.”

Call monitoring and analysis can help employees to deliver legendary customer service to guests by teaching a hotel's front desk and reservations departments to ask the right questions, sell the value of the hotel and to ask for the reservation.

By training hotel's agents to ask the right questions of potential guests, they can better identify what is important to those shoppers. Once uncovered, staff will be in a better position to sell the value of the hotel - focusing only on what is important to that caller. Agents will feel more like hotel sales people than order takers, and that can mean all the difference for the bottom line.

Call monitoring can help fill in the information gaps. In fact, the call center industry has become a primary service provider to hospitality. Call centers rely on leading-edge call monitoring software solutions to better serve companies in search of crucial customer feedback.

The travel and entertainment industries, with call monitoring, can focus on improving and upholding operational efficiency.