Call Routing as a Revenue Driver: Increasing Sales in Hotels

Posted In | CRM | Help Desk | Calling Solution | Restaurants, Hotels & Hospitality

Within the bustling hotel industry, every call is a potential sale. The efficiency of the call routing system can significantly impact the hotel's revenue. The way calls are routed in a hotel can either make or break the sales numbers. This article will discuss how effective call routing can act as a key driver for increased revenue in hotels.

 

Understanding Call Routing

Call routing, also known as Automatic Call Distributor (ACD), is a telephony technology that distributes incoming calls to specific agents or departments based on pre-established criteria. These rules can be based on the caller’s location, the number dialed, time of the call, or the agents' skills. The main goal is to improve response times, increase customer satisfaction, and ultimately maximize sales.

 

The Impact of Call Routing on Hotel Revenues

For hotels, call routing can be a game-changer. It can significantly enhance the quality of customer service and drive higher sales. Here’s how:
 

1. Increased First Call Resolution

By routing the call to the most appropriate department or agent, hotels can ensure that callers’ queries are addressed instantly. This will result in increased first call resolution rates, leading to greater customer satisfaction and loyalty, which in turn can increase bookings and ultimately drive revenue.
 

2. Reduced Waiting Time

With effective call routing, callers won’t be kept waiting. The calls will be promptly directed to the right person, ensuring swift responses. The shorter the waiting time, the happier the customer, increasing the chances of conversion and repeat bookings.
 

3. Enhanced Customer Experience

Call routing ensures that the caller is directed to an agent who is most equipped to handle their queries. This not only saves time for the caller but also ensures they have a positive experience, making them more likely to book with the hotel again.
 

4. Efficient Call Prioritization

Some calls are more critical to business than others. Call routing allows hotels to prioritize calls based on their importance. For instance, a call from a potential customer planning to book several rooms for an extended period can be prioritized over a general inquiry.

 

Implementing Call Routing in Hotels

Implementing call routing in a hotel setting requires careful planning. It’s important to analyze the call flow, identify the most common types of calls, and determine the best agents or departments to handle these calls. A well-implemented call routing system can transform the way a hotel operates, leading to increased sales and improved customer satisfaction.

 

Call routing is a powerful tool that can significantly boost a hotel's revenue. By ensuring that each call is handled effectively and efficiently, hotels can increase customer satisfaction, build loyalty, and ultimately drive sales.