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:

  • 6 calls per hour per FTE

  • 22 FTE19% sales conversion

  • 42% quality (as scored by ResSolutions protocol)

  • 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:

  • The call centre was placed firmly in the centre of the organisational structure and now helps mould and lead distribution and commercial strategy.

  • A new telephony system was implemented enabling improved call routing and forecasting

  • Recruitment and training practices were overhauled

  • A new bonus scheme was introduced

  • Quality monitoring was implemented with mystery shopper scoring

  • A new management structure was introduced

  • Hotel reservations were consolidated into the centre.