InnLink’s call center drives hotels’ bottom line results

  • InnLink & Trust International – Now a part of Sabre Corporation
  • 02.22.08
InnLink Central Reservation Services partnered with Signature Worldwide during 2007, a leading provider of training and business solutions for the hospitality industry and we are already seeing improvements in customer service skills, and reservation call conversion rate.

InnLink, serving more than 1,000 independent and chain hotels, began Signature’s Call Center Edge program in September. Customized for InnLink, the program includes class room training, coaching and mystery shopping.

With the call center employees embracing a focus on superior service for hotel guests, InnLink has already seen an increase in conversion rate, resulting in improved customer satisfaction and improved revenue for its customers.

“Voice reservations continue to be very important to our customers and we have decided to invest in a world-class call center operation. We’ve been pleased with our agents’ ability to implement the Signature philosophy and are particularly proud we have seen perfect mystery shop calls achieved by so many of our agents,” stated Per Wendin, CEO. “Our conversion rates were already high by industry standards and yet we have still seen significant improvements. Conversion rate increases prove that this training is not only valuable for InnLink, but for our customers as well.”

“The perfect shops were achieved by agents on different customer brands, giving us a good look across the organization,” said Melinda Bailey, Call Center Manager.  “The recorded calls are also valuable training tools to share with our agents as part of our ongoing measurement and improvement of our call center operations.”

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