Call Center Company: 3 Customer Service Activities to Outsource - Taking You Forward, Inc. - ContactCenterWorld.com Blog
Like all other businesses, hotels, restaurants, cruise lines, and other establishments in the hospitality sector face the question(s) of outsourcing: To outsource or not to outsource? What to outsource and what not to?
Outsourcing is a highly debated topic in the hospitality industry, which is putting it under the microscope because they (still) believe or think that the strategy can hurt the industry rather than help due to its impact on customer service. (However, establishments can outsource activities that have nothing to do with customer service, such as bookkeeping or recruitment).
In the business perspective, it would be risky to outsource activities that entail physical presence and contact with guests, so it’s best that only in-house employees should fulfill them. But there are activities that you can indeed outsource to an offshore call center. In some ways, outsourcing can be a brilliant strategy to improve customer service in the hospitality industry.
Call center services
Hotels, resorts, restaurants, cruise lines, airlines, and vehicle rentals can benefit from call center outsourcing. It would be expensive for such establishments to put up their own call center team, and if they do so, they will later regret making such a foolish investment.
Outsourcing your call services to offshore call centers doesn’t only give you the cost-saving benefits that you want, but also the service that you badly need to serve foreign guests: Multilingual customer service that’s available 24/7. By providing such a service, foreign guests can develop a positive impression of your business.
Booking and reservation
Make every space count… and work in your hotel, restaurant, or resort. Work spaces that are occupied by staff or departments handling routine, non-essential processes, such as booking and reservation, would be more useful if converted to accommodate more guests or leased to concessionaires.
As for the booking and reservation services, outsource to a call center company that specializes in hospitality back office processes. Take full advantage of your outsourcing partner’s IT and call center solutions to provide your guests a multi-channel option to transact, book, or reserve through phone, email, chat, or social media. You can also contract your partner to create for you a website or app that guests can access to inquire about service or facility rates, reservations, and availability of rooms, or to view photos of your facilities.
Social media is a must for all hospitality establishments today, when speaking about brand awareness, customer service, and customer feedback. But forget about creating your own social media team. Leave it to the experts.
Why outsource social media? Four reasons. One, you likely don’t have time to manage social media by yourself. Two, it takes several hours a month to handle all social media platforms effectively. Three, you don’t have the knowledge to run social media campaigns or create the right content to post and share. And four, you can’t afford to hire a social media specialist.
You can elevate the service quality of your hotel or restaurant by outsourcing customer service duties to a trusted call center company that provides exceptional back office processing and customer service to hospitality establishments.
How can you make your hospitality business truly customer-centric? Let Taking You Forward help you answer that. We are a fast-growing
Publish Date: November 17, 2015 5:00 AM
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