Top seven benefits of outsourcing hotel call center services

In the highly competitive hospitality industry, providing exceptional guest service is essential. Outsourcing hotel call center services can be a strategic move to enhance operational efficiency and guest satisfaction. Here are the top seven benefits of outsourcing your hotel’s call center operations: 

1. Offer support in more languages 

 70% of end users say they are more loyal to companies that provide support in their native language. Outsourcing to a call center with a global presence allows your hotel to offer support in multiple languages. This is particularly beneficial for international guests who may not be fluent in the hotel staff’s primary language. Sabre Hospitality offers language support in 9 languages such as English, Spanish, Portuguese, French, Italian, German, Japanese, Mandarin, and Cantonese. Multilingual support helps bridge communication gaps, making it easier for guests to make and modify reservations, request services, and address any issues they may encounter.  

2. Provide your guests with 24/7 coverage 

Sabre Hospitality has call center teams based in Florida, Germany, and Singapore, collectively, those agents can provide your properties with round-the-clock coverage.  This ensures that guests can reach out for assistance at any time and get the support they need. Continuous availability enhances the guest experience and helps capture bookings and handle issues outside of regular business hours. if you aren’t providing 24/7 phone support today because approximately 36% of hotel bookings come from direct booking channels.  

3. Flex for seasonality with overflow support 

Hotels often experience fluctuations in guest volume due to seasonality, events, or peak periods. A prime example of such a peak period is the 2024 Olympics. With an anticipated influx of over 50 million visitors, hotel bookings in France have soared to unprecedented heights. Sabre Hospitality gives hotels options when it comes to call center support, one of which is overflow support. During peak periods we can route excel calls to our agents to ensure wait times remain within your brand standards.  This provides you with the flexibility to scale support services up or down as needed without needing to hire and fire more staff.  

4. Access after-hours support 

If your hotel is attracting guests from around the world, they may need to contact your hotel outside of standard working hours. In addition to offering overflow call support, Sabre also offers after-hours call service. If a hotel prefers not to fully outsource all their calls to Sabre Hospitality, they can use our team for after-hours support. For example, a US-based call center might operate from 7 AM to 7 PM, and then engage our global team to handle night-time support, ensuring continuous, round-the-clock service for their guests. This not only improves guest satisfaction but also maximizes revenue opportunities by catering to guests in different time zones. 

5. Trust skilled hotel call center agents 

If you choose to outsource your call center, fully or partially (after hours, seasonal, etc), make sure you outsource to a team of hospitality experts. Sabre Hospitality’s call agents are highly skilled, only take hospitality-related calls, and use best-in-class voice software.  Our agents possess expertise in managing hotel bookings, handling complaints, and upselling services. Leveraging their skills ensures that your guests receive high-quality support, enhancing their overall experience. Well-trained agents can significantly improve customer interactions and resolve issues more efficiently. Not only are our agents highly skilled, we act as an extension of your brand and reservation team, ensuring your brand standards are upheld. The team can even handle reservation inquiries that come in via email in addition to call handling.  

6. Increase guest satisfaction 

Having an effective call center structure contributes to higher guest satisfaction by providing timely, professional support. Sabre Hospitality’s Call Center Services team answers ~90% of calls within 20 seconds, reducing wait times and abandon rate.  Shorter wait times coupled with well-trained agents results in happy guests. And happy guests often leads to positive reviews and repeat business, which is vital for the hotel’s reputation and success. 

 7. Drive conversion 

Outsourcing call center services can help drive conversions by capturing potential bookings that might be missed during high call volumes or off-hours. Outsourced agents can engage with potential guests, provide information, and close bookings more effectively than an overburdened in-house team. This can lead to higher occupancy rates and increased revenue for your hotel. Sabre Hospitality’s Call Center Services increases conversion and expands your sales force by reducing wait times and abandon rate, providing 24/7 coverage and support in nine languages.  

Act now: outsource your Call Center today 

Elevate your customer experience by partnering with a reliable company to outsource all, or part of, your call center services. 

• Start by choosing outsourced call center services that offer support in multiple languages to remove language barriers for your guests 

• Ensure your call center services operate 24/7 and provide after-hours support to capture new bookings at any time 

• Assess the call center’s ability to handle overflow during peak times, reducing wait times and maintaining service quality 

Want to learn more about how your business can increase guest satisfaction and bookings with Sabre Hospitality’s Call Center Services? Click here to request a demo. Call Center Services is available to hotels already using the SynXis Central Reservation System.  

Related articles:

• Unlocking the Power of Guests Reviews with Smart Technology

Resources:

• Businesses Lose $75 Billion Due To Poor Customer Service (forbes.com) 
• Multilingual Support Stats
• How to Manage Seasonal Fluctuations in Hotel Occupancy (ehotelier.com)
• Outdoor Hospitality Expert Releases New Book
• 31 Tips to Improve Customer Satisfaction (callcentrehelper.com)
• What Is 24/7 Customer Support? Benefits, Strategy, & Tips (nextiva.com)
• A New Era for U.S. Hotels
• 2021 Top hospitality industry trends (hospitalitynet.org)

Written by Aariah Doggett