call tracking

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 [...]

28 12, 2016

Specialize, Specialize – Division of Labor in your Call Center

2016-12-28T15:25:49+00:00Reservation Sales, TRACK | PULSE|

Getting the most out of your Call Center is important as it directly affects your bottom line.  Is your Outbound Marketing strategy working as effectively as possible? Do you have your closers in the best possible position to secure a booking? Are your leads being qualified appropriately?  Let’s take a look at a hypothetical situation. You’re managing a call center with 10 agents.  Two of these individuals are great at closing bookings during the initial call, converting on over 60% of their inbound lead opportunities. Two these individuals are great at following up with travelers, qualifying your leads as well [...]