What Customers Expect From a Reservations Call Center

Anyone who’s ever planned a holiday outing knows how much of a nightmare logistics can be. Booking flights and putting an itinerary together can wear you down even before you hop onto the plane. And there’s the matter of lodging – how to find the best accommodations within your price range, and having reservations made just in time.

This is where a reservations call center comes in.The call center handles bookings and reservations for restaurants, hotels, motels, and beach resorts.

Customers expect the following:

• Efficiency – Call centers are expected to have highly trained agents and the latest technologies needed to take down and process reservations. As such customers expect them to get the job done.They want the call center to make their lives easier, and not the other way around. This means they expect their reservations to be reflected in the restaurant’s or hotel’s system even if they never directly speak to anyone on the site, and they’d like to be able to make changes, upgrades, or cancellations when they need to.

They also expect to get updates on their reservations if there are changes. For instance, they want to be notified immediately if, for any reason, the restaurant or hotel will be unable to accommodate them.

• Accessibility – Customers want reservations call centers to be accessible 24/7 throughout the year. They don’t have the time to call during work hours. Between full-time jobs, kids, and personal errands, many of them can only place a call after they get home from work or before their shift begins in the morning. In any case, a live agent should be there to pick up when they finally have the time to make arrangements for a room or table.

Accessibility isn’t just about round-the-clock operations. It’s also about being quick to take calls and offer solutions. Customers expect agents to pick up in a matter of seconds, and they don’t want to be put on hold for long periods. Response time is an excellent gauge of how accessible a call center is, and customers want to get a quick response from the live agent.

• Convenience – Convenience is a luxury for customers who deal with hectic schedules and the demands of daily life. They want to check into a plush suite or book a table at the trendiest restaurant in town without having to fight tooth and nail for it. Modern life is difficult enough – why make it more troublesome?

A reservations call center should make things simpler for them by sorting through the details and staying on top of bookings on customers’ behalf. This makes it easier for customers to plan their dinner appointments or vacations without having to spend an excessive amount of time on making reservations.

• Quality service – At the end of the day, customers just want quality service from a reservations call center. It’s not just about booking the suite or table they want, it’s also about getting adequate support from competent and empathic live agents. They want to put the phone down feeling like they’ve gotten the right solution to their problems.They want to feel assured that their reservation will go through and not cause problems.

The Philippines is home to a large number of reliable call centers. Talk to a reservations call center today to explore your options.