2013 Guide: 4 Ways to Increase CloseRates With (Affordable) Call Monitoring    Guest Presenter – Doug Kennedy, KTN
About Us• ContactPoint Founded in 2001  – 11 years as call recording, call scoring firm• Released LogMyCalls in 2012  – Ca...
Today’s Outline• What Tactics Increase Close Rates  – Presented by McKay Allen, LogMyCalls• 4 Ways to Increase Close Rates...
How effective is the industry on the phone?
Hotel Reservation and Sales Impact Study • The Hotel Reservations and Sales Impact Study • UNLV – Harrah College of Hotel ...
Findings• Total Scores• 25 Scored on Individual Elements of Call  – Ex. Did employee ask for guest’s name  – Ex. Did emplo...
Total Scores     Front Desk GSRs vs. Call Centers4540353025              42                       Front Desk20            ...
Asking for the Reservation     Front Desk vs. Call Centers60504030                                      Front Desk        ...
Attempting to Overcome Objections    Front Desk vs. Call Centers 12 10 8               10 6                               ...
Total Score                 STR Classification4540     43                                         Casino/Resort3530       ...
Attempting to Overcome Objections        Scores by STR Classification987         9     9                               Cas...
Significant Findings• The industry needs significant improvement in  Overcoming Objections and Asking for the  Business• F...
Factors That Lead to More Reservations• The Factors That Lead to More Reservations• Statisticians at Dixie State College  ...
Finding #1Build a Relationship – Caller’s Name     • When the employee uses the caller’s name in       the initial conver...
Finding #2Ask for the Business     • When your employee asks for the business the       caller is 4.4 times more likely t...
Finding #3Overcome Objections    • When an employee attempts to overcome      objections the caller is 12.6 times more li...
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2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring

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This webinar by expert hospitality trainer Doug Kennedy will discuss specific ways you can increase reservations at your property. It will present exclusive information from hospitality studies by UNLV. Specifically, this webinar discusses the following:

- Learn what makes a caller 12.6 times more likely to reserve a room
- What is the biggest mistake reservations staff makes on the phone
- Pros and Cons of mystery shopping calls
- Quick and easy solutions to score and record calls in near real-time

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Transcript of "2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring"

  1. 1. 2013 Guide: 4 Ways to Increase CloseRates With (Affordable) Call Monitoring Guest Presenter – Doug Kennedy, KTN
  2. 2. About Us• ContactPoint Founded in 2001 – 11 years as call recording, call scoring firm• Released LogMyCalls in 2012 – Call tracking, call monitoring, call scoring – Used by hundreds of hotels nationwide
  3. 3. Today’s Outline• What Tactics Increase Close Rates – Presented by McKay Allen, LogMyCalls• 4 Ways to Increase Close Rates – Presented by Doug Kennedy, KTN• BONUS – Quick Demo of LogMyCalls
  4. 4. How effective is the industry on the phone?
  5. 5. Hotel Reservation and Sales Impact Study • The Hotel Reservations and Sales Impact Study • UNLV – Harrah College of Hotel Administration – 1673 Mystery Shopping Calls – 297 Properties
  6. 6. Findings• Total Scores• 25 Scored on Individual Elements of Call – Ex. Did employee ask for guest’s name – Ex. Did employee ask for reservation – Ex. If the guest hesitates, did employee ask for reservation again?
  7. 7. Total Scores Front Desk GSRs vs. Call Centers4540353025 42 Front Desk20 Call Center15 311050 Total Scores
  8. 8. Asking for the Reservation Front Desk vs. Call Centers60504030 Front Desk 52 Call Center20 42100 Asking for the Reservations
  9. 9. Attempting to Overcome Objections Front Desk vs. Call Centers 12 10 8 10 6 Front Desk Call Center 4 2 2 0 Attempting to Overcome Objections
  10. 10. Total Score STR Classification4540 43 Casino/Resort3530 40 Extended Stay 39 3925 All-Suites 3820 28 Luxury/Upper/Upscale15 Upper Mid/Mid10 Economy 5 0 Total Score - By STR Classification
  11. 11. Attempting to Overcome Objections Scores by STR Classification987 9 9 Casino/Resort6 8 8 Extended Stay5 All-Suites 64 Luxury/Upper/Upscale3 Upper Mid/Mid2 Economy1 20 Attempting to Overcome Objections by STR
  12. 12. Significant Findings• The industry needs significant improvement in Overcoming Objections and Asking for the Business• Front Desk Staff scored better in every category than call centers• STR classifications were typical of scores
  13. 13. Factors That Lead to More Reservations• The Factors That Lead to More Reservations• Statisticians at Dixie State College – 4400 Recorded Calls
  14. 14. Finding #1Build a Relationship – Caller’s Name • When the employee uses the caller’s name in the initial conversion, the caller is 2.5 times more likely to book a room with you. – (Dixie College/LogMyCalls Study, 2012).
  15. 15. Finding #2Ask for the Business • When your employee asks for the business the caller is 4.4 times more likely to reserve a room. – (Dixie College/LogMyCalls Study, 2012).
  16. 16. Finding #3Overcome Objections • When an employee attempts to overcome objections the caller is 12.6 times more likely to reserve a room. – (Dixie College/LogMyCalls Study, 2011).
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