Call Center

21 11, 2018

The Interplay Between Voice and Online Distribution Channels

2018-11-27T16:15:59+00:00Call Center, Reservation Sales|

Smart, hands-on leaders in the digital marketing space these days clearly recognize the interplay between voice and online channels.  Yet when I read articles and blog posts from esteemed publications, I get the impression that too many still believe that “voice” is a separate and “dying” distribution channel.  The stereotype seems to be that the only people who call are 80 year old grandmothers who don’t know how to work a computer. First of all, this is an insult to the octogenarians like my wonderful, tech-savvy Aunt Teeda who is as active on social media as most twenty-somethings and who [...]

19 07, 2018

5 KPIs and Reports You Need to Run an Efficient Contact Center

2018-11-06T19:49:13+00:00Abandonment Rate, Call Center|

It’s really easy to lose yourself in gut feeling or intuition, and it’s also really easy to follow patterns that aren’t really there. In business, we’re taught to trust the numbers, and not make decisions based on those gut feelings, but do you know which numbers you should be using to make these critical decisions? And more importantly, do you have access to these numbers/can you report on these numbers? The following is a list of statistics/reports that we feel are critical for optimizing performance of your contact center and reservations team. Occupancy Level When we talk about running [...]

31 05, 2017

TRACK Chat vs. NAVIS: The Best Hotel Chat Platform

2017-05-31T14:32:55+00:00Call Center, TRACK Chat|

Here at TRACK, we feel pretty strongly that we've created the best chat platform for Hotels, Resorts and Property Management companies (And we're just getting started). You may be asking "What is the difference between our platform and other chat platforms?" Specifically, people want to know the difference between TRACK and NAVIS. Here is a quick overview of the differences between TRACK Chat and NAVIS Click-to-Chat. 1. 24/7 Access - Since TRACK Chat is cloud based, agents can log in from anywhere at any time, and will not require access via a VPN or software installation into their computer. Bottom [...]

17 05, 2017

The Data Shows Now Is The Right Time To Implement CRM Into Your Call / Contact Center

2017-05-17T13:02:43+00:00Abandonment Rate, Call Center, Call Tracking, Reservation Sales, Staffing, TRACK | PULSE|

We hear this all the time, "It's the summer, we can't implement anything". I get it.  It's easy to throw out that objection towards a sales person and get them off the phone. Hoteliers in the vacation travel space have told sales people this for years to avoid implementing software.  It's a valid concern, but it might not be the most important concern. Summer might actually be the perfect time to implement CRM / Call Tracking into your Resort / Vacation Rental Company. Many managers of reservations teams will not want to disrupt their people, and while this is understandable, it is [...]

22 12, 2016

Call Monitoring/Live Listen Released

2016-12-22T16:38:20+00:00Call Center, TRACK | PULSE|

Live Listen is an exciting new feature from TRACK Pulse that allows you to gain valuable insight into the needs of your customer and the performance of your agents.  Utilize this feature to monitor call quality and best practices, to help an agent out of a difficult situation or to improve the overall experience of the guest, and to train your team more effectively. Monitoring Quality/Best Practices Live Listen allows you to easily monitor agent performance and ensure that quality standards are being met.  You’ll be able to decide whether you’d like the agent to know your listening (Announce on [...]

30 06, 2016

Understanding Agent Occupancy

2016-06-30T14:33:25+00:00Call Center|

When your agents are logged in available to take calls, it’s good to know how much time they’re spending doing in-call related work. The metric is referred to as “occupancy rate”. In our previous blog, we defined occupancy rate as the amount of time agents are on live calls as well as completing work associated with that call. For example, if an agent is on a call for 30 minutes with a customer, spends 5 minutes on hold and 10 minutes in wrap up, that agent spent 45 minutes doing work with a single call. Say in a typical 8 [...]

23 06, 2016

Drive More Reservations Using Industry Benchmarks and Metrics

2016-06-23T06:30:05+00:00Call Center|

Industry benchmarks are good indicators to use when looking at past, current and future performance of your Call Center. In order for your business to continue to grow it is good to constantly be looking at how to; increase your call to sale conversion rates, decrease your current abandonment rates, organize and keep building out your contact database to increase direct bookings and revenue. Are you using key industry benchmarks and metrics to turn your reservations team into a sales team? To help you, we have put together a set of key benchmarks, definitions and global metrics for your business to use as [...]