Customer Success Story

How Improving Customer Care Fueled Higher Customer Satisfaction and Increased Reservations for an International Lodging Brand

The Challenge

One of the largest hotel chains in the world discovered customer satisfaction scores were plummeting following the debut of a new internal call center. Long call waiting times, dropped calls and escalation glitches were negatively impacting both customers and costs.

The Solution

TSI implemented a three-part call center solution and deployed a team of 500 dedicated care agents to improve the guest experience, and to feed a larger volume of calls to the client’s reservation platform. It streamlined reservations and sales processes and call handling, provided white glove service for loyalty program members and provided additional support for hotel property staff and systems.

The Results

The hotel chain realized improvements in key process metrics including the time needed to answer calls and inquiries, and the accuracy of system entries. And key performance metrics, including conversion and sales targets and customer experience scores, improved as well.

“Customer satisfaction and bookings were transformed from a flashing code red problem to a boost in revenue and reputation,” said the general manager of the lodging chain’s operations center. “TSI expertly diagnosed our challenges and moved quickly to fix them. It was the best decision we’ve made.”

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