Contact Center Solutions Featured Article

Choice Hotels Plans to Close Mesa County, Colorado Call Center

October 17, 2012

Hotel chain Choice Hotels will soon be about 120 call center agents lighter.

Call center agents at the Choice Hotels call center in Grand Junction, CO, located in Mesa County, were recently informed that the company plans to close the facility in which they work and move the center to Phoenix, Arizona.

Choice Hotels says that while the Mesa call center traditionally handled up to 4.5 million customer reservation calls each year, that number has been steadily declining, prompting this subsequent closure.

To ensure that gaps in coverage remain filled, Choice Hotels says it will be moving approximately two dozen positions to the Phoenix facility. Some of the 120 call center employees whose jobs are being offloaded will be offered the option to transfer, according to CBS Denver.

 According to the Grand Junction Daily Sentinel, about 40 call center workers who currently work from home will be offered jobs with a new company.

Most of the call center employees, however, will be let go. To blame for the drop in calls may be the rise of self-booking on the Internet by travelers. Choice Hotels spokeswoman Robin Pence referenced the “changing dynamics of the industry” in making the decision to close the Grand Junction operation, according to the Grand Junction Sentinel.

“People are booking their travel-related needs – whether it be booking a reservation or checking on their points for their rewards programs – online and on mobile devices,” Pence said. “That’s really the driver – adapting our business model to align with those changing behaviors.”

Choice Hotels International is a hospitality holding corporation affiliated with several hotel brands, and is based in Silver Spring, Maryland. The company owns the hotel brands Comfort Inn, Comfort Suites, Quality Inn, Sleep Inn, Clarion, Cambria Suites, Mainstay Suites, Suburban Extended Stay Hotel, Econo Lodge, Rodeway Inn and Ascend Collection.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014

Sitel Looking to Add 200 Jobs to Florida Call Center

As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
10/20/2014

TicketNetwork Creates Jobs

TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
10/20/2014

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!