AO Supercharges Hotel Booking Conversion

When customer demand exceeded their capacity, Agents Only pulled up the slack.

Summary

  • About 20% of all web traffic for hotel booking services transition into phone calls to check for unpublished deals, and confirm, change, or cancel reservations.
  • Most hotel booking services engage traditional BPO contact centers to handle their calls or the overflow from in-house teams. But daily spikes and surges routinely exceed capacity well beyond acceptable limits.
  • Our hotel booking client receives between 1.5M-2M website visits per month which translates to about 300,000 - 400,000 calls per month or about 10,000 - 13,300 calls per day.
  • Not wanting competitors to pick up their lost calls, our client chose to rely on Agents Only’s scalable on-demand solution. The results were astounding.


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Agents Only Case Study: Hotel Booking Website - Featured Image

Their Challenges

There is an inherent seasonality in the Hospitality Industry with about 3-months of summer surges and a long 5-months of slower winter volume.

While traditional BPO contact centers are a great option for adding capacity, they are still limited in their ability to hire, train, schedule, and manage enough agents to handle the exceptionally high call spikes and then reallocate or lay-off those agents during the winter recession.

Adding to this conundrum, contact center agents are typically paid by the hour and are held accountable to the amount of calls they answer per shift. Yet the emphasis on quantity of calls over quality of service often leads to frustrated customers and lower conversions.

Our Solution

Our hotel booking client realized they could either follow the pack and yield similar results or diverge from the conventional model to lead by example.

In less than 30-days, Agent’s Only had already begun exceeding expectations.

We harnessed the power of our global GigCX community to entice seasoned, multilingual sales and hospitality specialists to apply. Then our AI-assisted training tools and automated feedback algorithms got them up and running at optimal efficiency while they began breaking industry conversion records.

Agents Only Case Study: Hotel Booking Website - Featured Image

Results

After onboarding hundreds of qualified agents in only a few weeks, our GigCX workforce answered 99% of calls with an astounding 99% adherence to customer experience standards which earned a 50% higher conversion rate than our client anticipated. 

We not only helped our hotel booking client shatter the industry conversion ceiling by 23% while paying our agents 130% more, but did so by eliminating most of their overhead expenses. We’re all about setting new records.

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Improve Performance, Eliminate Overhead

Agents Only offers the unprecedented, game-changing, competitive advantage of significantly improving customer service while scaling in real time to meet any call demand, through automating almost all overhead responsibilities.

This means better metrics, improved visibility, higher quality, and consistent service levels to improve revenue while cutting many unnecessary expenses.

Wouldn’t you like to be our next success story?

Agents Only Case Study: Hotel Booking Website - Featured Image

Connect with our team today.