Contact Center Solutions Featured Article

Delta Hotels Improves Customer Service Productivity With Envision Performance Suite

November 20, 2007

After implementing the Envision Performance Suite, a comprehensive CRM solution, Delta Hotels, has improved its customer service remarkably. The CRM solution helped Delta Hotels to achieve increased sales and enhanced agent productivity.
 
The improvement includes a four percent increase in call conversion rates, which in turn is millions of dollars of additional revenues for the Delta Hotels.
 
The Envision Performance Suite maximizes contact center efficiency and effectiveness through the seamless integration of Envision's core applications: quality monitoring, eLearning, workforce management and business intelligence.
 
Delta Hotels Global Reservation Services (GRS) operates 24/7/365 with a team of 140 Reservation Sales Agents providing a variety of high-quality services to their guests. GRS agents also provide database management and marketing support services for Delta Hotels.

 
Before, GRS agents were depending on an outdated voice-only automated monitoring system and using Excel spreadsheets to evaluate their performance. Since deploying the Envision Performance Suite, Delta Hotels have increased call conversion rates by four percent, representing millions of dollars in revenue for the company.
 
"We knew that in order to improve customer service we needed to find an integrated solution. With Envision's screen capture capabilities we have greater visibility into how our Reservation Sales Agents are processing customer reservations," said Perry Kendall, General Manager for Delta Hotels GRS. "Better insight allows us to improve the efficiency and effectiveness of these processes via training and individual coaching to increase time spent on customer calls which have a direct impact on sales."
 
 
P.R. Sai is a contributing writer for ContactCenterSolutions. To see more of his articles, please visit his columnist page.
 



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