Solving the Call Handling Puzzle: Hospitality Call Routing Strategies

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

In the hospitality industry, call handling is a critical component of customer service. It can make or break the customer experience, and hence, significantly influence the success of a business. The challenge, however, lies in managing high call volumes efficiently and ensuring that every caller is attended to promptly and professionally. This is where hospitality call routing strategies come into play.

 

What is Call Routing?

Call routing, also known as Automatic Call Distributor (ACD), is a telecommunication solution that distributes incoming calls to specific agents or departments based on pre-set rules. These rules can be based on the caller's identity, the reason for the call, the time of the call, and more. It aims to streamline call handling, reduce wait times, and enhance the overall caller experience.

 

Call Routing Strategies in the Hospitality Industry

The hospitality industry comes with its unique set of challenges when it comes to call handling. The following are some of the most effective call routing strategies that can help overcome these challenges:
 

1. Skills-Based Routing

This strategy involves routing calls to agents based on their skills and areas of expertise. For example, reservations might be directed to agents with excellent upselling skills, while complaints might be routed to agents who excel at problem-solving and customer retention.
 

2. Time-Based Routing

In the hospitality industry, calls can come in at any time of the day or night. Time-based routing ensures that calls are directed to the right person, regardless of the time. For instance, during off-peak hours, calls can be routed to remote agents or outsourced call centers.
 

3. Priority-Based Routing

Not all calls are of the same importance. Some, like those from VIP customers or those concerning emergencies, need to be attended to immediately. Priority-based routing allows for such calls to be directed straight to senior agents or managers.
 

4. Round-Robin Routing

This strategy is designed to distribute calls evenly among agents. It ensures that no single agent is overwhelmed while others are idle, thus promoting efficiency and fairness within the team.
 

5. Location-Based Routing

For businesses with multiple locations, location-based routing can be particularly useful. It ensures that calls are directed to the location nearest to the caller, thereby offering localized service and saving on long-distance call costs.

 

The right call routing strategy can significantly enhance the efficiency of call handling in the hospitality industry. It helps ensure that each customer is attended to promptly and professionally, thereby improving customer satisfaction and loyalty. Therefore, businesses in the hospitality industry must invest time and resources in developing and implementing effective call routing strategies.