Outsourcing for a UK Hotel Company
The Client
A UK-based hotel company [franchise arrangements with a multi-national operator]. A small call centre handling 130,000 calls per year.
The Challenge
When ResSolutions first went into this call centre it was handling 130,000 calls per year:
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6 calls per hour per FTE
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22 FTE19% sales conversion
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42% quality (as scored by ResSolutions protocol)
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Attrition at 1.5 FTE per month
The Solution
ResSolutions made a complete audit of structure, call source, costs per hour, scheduling, recruitment, training, coaching, telephony systems, capacity and made wide-ranging changes:
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The call centre was placed firmly in the centre of the organisational structure and now helps mould and lead distribution and commercial strategy.
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A new telephony system was implemented enabling improved call routing and forecasting
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Recruitment and training practices were overhauled
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A new bonus scheme was introduced
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Quality monitoring was implemented with mystery shopper scoring
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A new management structure was introduced
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Hotel reservations were consolidated into the centre.